Incident Management Jobs in Reading

One of GTS’s Incident Management Jobs, DV Cleared Problem / Incident Manager.
This role is based in Reading, England. This role is full-time.
Hybrid role: 3 in 4 weeks onsite. The other week you can work from home if you wish.
The salary is £40000 to £45000 per annum, with benefits.

Main responsibilities:

Within this role, you will act as the expert on the best practice of Incident and Problem Management. This is in the company’s Operation bridge for processes throughout the support environment.

The role requires you to take responsibility for any high visibility and high impact issues that occur within IT. Then, assist in providing an excellent support solution throughout the organisation at all levels. Take ownership of matrix managing and being able to maintain a strong influence within the IT function. This is to drive the team forward and support the delivery of the outlined objectives.

You will work as a team of 4 taking an approach that effectively responds to incidents. This requires you to be proactive in following up and resolving major incidents. Conduct Incident Reviews, initiating the appropriate Problem Management investigations. Identify and address Root Causes, reducing reoccurring incidents as well as reporting on those areas.

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MAIN ACCOUNTABILITIES:

Firstly, monitor and manage systems via the usage of suitable tooling.
Manage and take ownership of all Incident and Problem Management processes. This includes a ‘P1’ Major Incident process.
Also, champions function. Market the services and benefits of the IT Services Bridge.
Maintain positive PR profiles with IT as well as customers.
Ensure that the Operations Bridge is accepted as a ‘Centre of Excellence’ within IT.
Also, ensure OPS Bridge is seen as the ‘Single View of the Truth’ of Delivered Service.
Produce and manage all IT Problem Records, ensure agreed dates and timescales are met and any issues escalated.
Trend Analysis: ensure that full investigation of issues occurs weekly or monthly with Root Cause. Also, plan to prevent repeat issues.
Ensure Service Delivery info is available and up to date. E.g. Portal, Pager updates, and briefing.
Conduct IT Customer Surveys. Provide feedback to the IT Management and business.
Matrix manage specific teams in the delivery of service via the Operations Bridge function.
Also, support the Service Management team in the delivery of services.
Develop the service to meet the demands of the changing business.
Minimise business customer downtime by managing Incidents and Problems.
Provide the Senior IT team with up-to-date info with regard to Service performance.
Deliver Ops Bridge Management of Business Critical SLAs through the management or monitoring of Services.
Communicate well with customers. Own escalated issues through to resolution on P1 / P2 Incidents.
Improve services to ensure Customer Service Levels are met.
Finally, you must be prepared to work on a nuclear licensed site. Undergo DV clearance.

ESSENTIAL SKILLS:

Firstly, be qualified in ITIL Disciplines and ideally “Service Operation” Related.
Be qualified in a specific Technical field.
Experience in IT Service Management. Preferably, in a Customer related position.
Have experience in a specific IT discipline. For example, Telecoms, Infrastructure, and Service Desk.
Also, have the ability to work with customers and their complaints.
Have the ability to be flexible. This is to ensure deadlines are met.
Finally, experience in IT, Incident, and Problem Management are essential.

DESIRABLE SKILLS:

A Degree in a relevant subject area.

BENEFITS:

Firstly, the site has a restaurant, coffee shop, parking, and good public transport links. You’ll have access to a large library of courses to help further your skills. Benefits include a workplace pension scheme. You will also benefit from life insurance and a health cashback plan. Also, holiday insurance, HP employee purchase store, and private medical cover.  The medical cover comes into effect after 6 months of service.

So if you have the skills for incident management jobs, please apply now!

GTS often has new incident management jobs, both full-time and contract. So, why not stay up to date with our new jobs and register with GTS today?

Also, find out more about the skills you need for an IT support career. Take a look at our blog on IT Support paths.