Lead Incident Manager
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| Job Type | Permanent |
| Location | Northampton |
| Area | Northamptonshire, England |
| Sector | Infrastructure, Support and Implementation |
| Salary | £40000 - £50000 per annum |
| Currency | GBP |
| Start Date | 2021/06/21 |
| Job Ref | V-36539 |
| Job Views | 90 |
- Description
- Role: Lead Incident Manager
Location: Northampton
Skills: People Management, ITIL, Incident Management, Stakeholder Management, IT Service Improvement
Great opportunity for a Senior/Lead Incident Manager, to take charge of a team if Incident Managers, helping deliver an excellent service to the business to ensure normal service is resumed as quickly as possible, following various level incidents raised. The manager will have a strong background in incident management, able to drive performance, improve processes and bring a service mentality to the team.
This is a full time role, at 35 hours per week, working an 8 hour shift mainly between 7am – 3pm or 9am – 5pm, however flexibility will be required to support other shifts. On-call is a requirement of the role - Approximately 1 week in 5 or 6 (including weekends) or to support specific activities (DR Events, Releases)
Some of the key Responsibilities for the Lead Incident Manager include:- Responsible for line management of the Incident Management team, including effective and timely performance management.
- Co-ordinate service repair and recovery activity across internal and external supplier teams to ensure that services are fully restored to normal working.
- Responsible for understanding the business impact of live incidents and ensuring that actions to mitigate those impacts are undertaken.
- Carry out Post Incident Reports and ensure appropriate actions are documented within the report for all major incidents and SLA breaches. These include final review of all Post Incident Reports produced by the team.
- To ensure that Incident Management activity is visible to the business and its Clients, and that a suitable high profile is maintained.
- Management of IT service recovery following major incidents and as the Incident Lead.
- Understand business impact of live incidents and direct the appropriate actions to manage those impacts during the incidents.
- Experience or involvement in incident management.
- Ability to manage service recovery and repair through application of Service and Supplier Management disciplines, e.g. ITIL, as appropriate.
- Full knowledge of service incident and problem and change management processes.
- Managing relationships (clients and stakeholders) at all levels.
- Supplier management (able to drive supplier performance during service recovery).
- Service management (able to manage performance, cost and risk of services).
- Line Management experience is essential.
- Proven Industry Knowledge and Demonstrable Expertise in Incident, Problem and Change Management preferably within Financial Services
- Process and Continual Service Improvement
- ITIL certification is essential.
