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Incident Manager

Job Title: Incident Manager
Contract Type: Permanent
Location: Northampton, United Kingdom
Industry:
REF: 2741
Contact Name: Andra Serban
Job Published: 2 months ago

Job Description

Incident Manager

Northampton

£43,000 + £4100 car allowance + shift allowance

 

The role will be reporting into the Head of Incident Problem and Recovery, working a total of 35 hours per week, including 24 x 7 rotational cover.

Key Responsibilities:

  • Effective team working across multiple sites
  • Co-ordinate service repair and recovery activity across internal and external supplier teams to ensure that services are fully restored to normal working
  • Responsible for understanding the business impact of live incidents and ensuring that actions to mitigate those impacts are undertaken
  • Co-ordinate service repair and recovery activity across internal and external supplier teams to ensure that services are fully restored to normal working
  • Carry out Post Incident Reports and ensure appropriate actions are documented within the report for all major incidents and SLA breaches
  • Ensure that appropriate root cause analysis and problem management activities will be undertaken by suppliers subsequent to the incident, tracking to resolution and participating in proactive trend analysis
  • To maintain relationships between incident and problem management areas and potentially with external suppliers
  • Key contributor to the definition, development and maintenance of processes for Incident Management activity
  • To ensure that Incident Management activity is visible to the business and its Clients, and that a suitable high profile is maintained
  • Management of IT service recovery following Major Incidents and as the Incident Lead
  • Understand business impact of live incidents and direct the appropriate actions to manage those impacts during the incidents
  • Subsequent to the incidents, direct appropriate recovery and repair activities to ensure that the services are fully restored to normal working
  • Ensure that appropriate root cause analysis and problem management activities are  undertaken subsequent to incidents
  • Ensure that the relevant change approval approach / assessment has been completed; potential service threats are understood and mitigating action plans comprehended and in place
  •  Driving proactive improved service availability initiatives, following ITIL principles

 

Knowledge, Skills and Experience

  • Minimum Certification in ITIL V3 Foundation Certification
  • Strong Microsoft suite skills
  • Managing relationships (clients and stakeholders)
  • Supplier management (able to drive supplier performance during service recovery)
  • Service management (able to manage performance, cost and risk of services)
  • Communication, influencing and negotiation skills (specifically high standard of written communication for the production of reports and advanced verbal communication skills to liaise with all levels of Senior Management in Suppliers and Clients during and subsequent to live incidents)
  • Analysis, problem solving and decision making skills essential to formulate key recovery plans
  • Business aware (good knowledge of clients businesses across the group in order to facilitate service recovery)
  • Experience or involvement in incident management
  • Ability to manage service recovery and repair through application of Service and Supplier Management disciplines, e.g. ITIL, as appropriate
  • Knowledge of client business models, product range and services
  • Full knowledge of service incident and problem management processes
  • Broad knowledge of the operational and technical architectures and of suppliers and clients where appropriate
  • Working knowledge of IT Operations services and service levels
  • Driving performance and executing at speed
  • Protecting and enhancing our reputation

 

Competencies

Core

  • Teamwork and Cooperation
  • Strive for Excellence
  • Interpersonal Skills and Communication
  • Flexibility and Adaptability
  • Integrity
  • Customer Service Focus
  • Risk and Control

 

Elective

  • Impact and Influence - Advanced
  • Broad Perspective -Growing
  • Analytical Thinking - Advanced
  • Team Leadership - Growing