Incident Manager

Management Level Appointments
  • Derby
  • Basic salary £38,000 to £40,000 depending on skills and experience.
  • Contract

Our client based in Derby is an innovative Hosted IT and Communications Solutions Provider.  They provide end-to-end IT infrastructure and services and are continuing to build on their solutions portfolio.  Due to growth they are now seeking a professional Incident Manager to join their team.  The successful candidate will report to the Head of ITSM and will be tasked to manage the Incident Management ITSM functions for the company. This is a 12 month fixed term contract with a view to turn permanent.

The Incident Manager will oversee a number of key functions within the Operations department that enable the delivery of a high-quality service to end users, and to ensure Incident Management processes are in place to meet business needs. This position is a stakeholder facing role and requires the establishment and management of expectations within the business and driving Change and Capacity Management to achieve those expectations to a high standard.

Duties

  • Participate in an out of hours Incident Management On-Call Rota.
  • Chair daily operations update meetings with Key Stakeholders.
  • Operate and champion the Incident Management processes including Major Incident processes.
  • Accountable for Major Incidents from initiation through to resolution, including business and technical communications.
  • Coordinate, chair, and document Major Incident reviews and rectification meetings.
  • Analyse Incident trends to identify existing environmental risks and potential impacts to service.
  • Delivering quality, ensuring customer satisfaction is maintained at all times, with outcomes monitored and embedding a culture of continuous improvement that results in added value.
  • Determine root cause of issues, trend, incidents, and problems and implement controlled changes.
  • The maintenance of data and information held in the supporting Service Management tools.
  • Contribute to the strategy and planning of the wider ITSM Service Tower.
  • Production of service metrics and reports.
  • Support all functions within the ITSM Service Tower and cover additional roles.

 

Requirements

  • Demonstrable experience in Incident Management with a desire to develop skill set.
  • Demonstrate an approachable, friendly, personable manner.
  • Proven record of accomplishment with troubleshooting, ability to spot and diffuse potential escalations, resolve escalations and deliver an excellent service to key stakeholders.
  • Demonstrable commitment to service quality and continual process improvement.
  • Ability to create and evolve processes from the ground up that support effective adoption of Incident Management.
  • Ability to communicate effectively with non-IT stakeholders regarding technical matters.
  • Ability to maintain and develop effective relationships with key stakeholders.
  • Experience and knowledge of Incident management principles, methodologies and tools.
  • Exceptional communication skills, both written and verbal.
  • Excellent active listening skills.
  • Ability to clearly articulate messages to a variety of audiences.
  • Ability to establish and maintain strong relationships.
  • Ability to influence others and move toward a common vision or goal.
  • Flexible and adaptable; able to work in ambiguous situations.
  • Resilient and tenacious with a propensity to persevere.
  • Problem solving and root cause identification skills. You will work closely with the Practice Lead to build and sustain high-quality relationships, successfully develop, and execute plans in order to grow new profitable revenues and drive longer term strategic opportunities.

 

Salary

 

  • Basic Salary £38,000 to £40,000 depending on skills and experience.

 

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Job Ref: CB3064

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