Incident Manager

Location: Derby

Job Description

We have an exciting opportunity for an Incident Manager, who will manage the incident IT Service Management functions, reporting to the Service Desk Manager.

The Incident Manager will oversee key functions within the Operations department that enable the delivery of a high-quality service to end users, and ensure service processes are in place to meet business needs.

This position is a stakeholder-facing role, requiring you to establish and manage expectations within the business and drive the Service teams to achieve those expectations to a high standard.

Key Responsibilities

  • Participating in an out of hours Incident Management On-Call Rota, on a one in four weeks rotation pattern
  • Chairing daily operations review meetings with key stakeholders
  • Operating and championing the incident management processes, including major incident processes
  • Being accountable for major incidents, from initiation through to resolution, including business and technical communications
  • Coordinating, chairing and documenting major incident reviews and rectification meetings
  • Analysing 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
  • Determining the root cause of issues, trend, incidents, problems
  • Maintaining data and information held in the supporting Service Management tools
  • Contributing to the strategy and planning of the wider Operations team in conjunction with the Service Desk Manager
  • Producing service metrics and reports

Person Specification

  • Demonstrable experience in a similar role
  • Proven record of troubleshooting, ability to spot and diffuse potential escalations, resolve escalations and deliver an excellent service to key stakeholders
  • 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
  • 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

Ready to Apply?

To apply, please submit a CV and cover letter to Recruitment Manager, David Wilson at recruitment@node4.co.uk.
No agencies please.