Incident Manager II

• Owning the progression of incidents, proactively intervening when appropriate to ensure incidents are progressed through to closure in a timely manner and within contracted SLAs
• Review Incidents across all priorities to identify root cause, detail accurate technical and business impact statements and corrective action measures and ensure timely communications to key stakeholders
• Lead and coordinate Major Incident bridges, ensuring technical teams remain focused on resolution and remediation
• Working with multiple support teams to ensure SLA compliance for all incidents
• Review incidents to ensure accurate technical root cause identification, clear business and user impact statements, appropriate corrective and preventive actions
• Documenting all incident steps to establish root cause to aid in process improvements, identify deviations and enable creation of a knowledge base
• Host and/or join wider areas Post Incident Review meetings with key participants and accountable parties to ensure correct focus on root cause and drive eradication actions
• Establishing regular incident reports are made available to all key stakeholders
• Performing incident trend analysis to identify potential problems
• Facilitating, leading, and establishing problem management
• Identify potential problems through incident trend and recurrence analysis
• Trigger and facilitate Problem Management engagement where required
• Support Problem Managers by providing incident data, timelines, and impact details
• Participating in RCA reviews when needed
• Track and follow up on agreed permanent fix actions

• Proven track record in effective delivery of Incident Management
• Strong time management skills coupled with good organization and planning skills
• Experience working in an operations, engineering, security, change and incident management/response team
• Experience with application or infrastructure services in a multi supplier environment
• Excellent written and verbal communication skills
• Strong collaboration skills
• ITIL4 or v3 Foundation qualified

Other Service Management areas experience is beneficial

• Support for professional accreditations such as ACCA and study leave
• Flexible arrangements, generous holidays, plus an additional day off for your birthday
• Continuous mentoring along your career progression
• Active sports, events and social committees across our offices
• 24/7 support available from our Employee Assistance Program
• The opportunity to invest in our growth and success through our Employee Share Plan