Incident manager jobs

If you are looking for incident manager jobs, we have an exciting permanent opportunity in Corsham. This role is a site-based, 5-day per week position due to the work being on a secure site.

Candidates need to already hold SC clearance or have the ability to be put through it, and therefore we are only able to accept British passport holders for this position. Duel passport holders cannot, unfortunately, be considered.

Key Duties

Firstly, monitor the progression of incidents, proactively intervening when appropriate to ensure that incidents are progressed through to closure in a timely manner.
Secondly, quickly assess the severity of an outage with regard to impact and technical complexity.
Also, personally manage and own the progression of P1/major incidents through to the remediation stage.
Notify, escalate, and communicate to our business the existence and status of outages as necessary.
Help coordinate the investigations and drive incidents to resolution / remediation.
Furthermore, be an advocate for the customer and drive ticket progression to the highest levels of quality.
Likewise, perform incident trend analysis to identify potential problems.
You will work with multiple support teams to ensure SLA compliance for all incidents.
Perform both reactive and proactive Problem Management, driving permanent resolution to ensure that tickets are reduced and problems across the estate decrease, driving stability and experience.
Lastly, perform governance around both the incident and problem management processes.

Essentials Skills/Experience

Firstly, be able to demonstrate a proven track record in the effective delivery of Incident Management
Secondly, experience with application or infrastructure services
Also, you must have excellent written and verbal communication skills with the ability to effectively tailor the communication of technically complex issues to various audiences.
Strong collaboration skills with an interest in developing a strong network
Ability and aptitude to pick up new technologies or procedures
Likewise, have good organisational skills and excel at multitasking with the ability to ‘pick up the pace’ during major outages.
ITIL Foundation qualified
Experience leading a Tier 1 service desk for a complex product(s).
Furthermore, you must have experience in developing knowledge-based articles for complex products.
Lastly, experience working with a range of stakeholders and developing ways to enhance the end-user experience of a service.

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