It Incident Manager

Role & responsibilities

• Oversee day-to-day process execution and act as SME for the Incident Management processes
• Manage lifecycle and major incidents end to end:
• Assess business impact and urgency, declare Major Incident.
• Initiating specific actions to either address the underlying causes of incidents or to provide workarounds, thus minimizing the impact of an incident
• Communicating the status of incidents to relevant stakeholders.
• Provide Single point of contact for senior management and users during a major incident.
• Notify and liaise with Risk Management in the event of a Major Incident.

• Represent IT in incident audits
• 24/7 support and oncall rota support in case of MIs
• Document steps followed during incident including decision points in and out of meetings.
• Attend any emergency meetings capturing decisions as part of incident documentation and represent IT.
• Liaise with the Change Manager to ensure changes are being captured and agreed as part of Emergency Change Management process.
• Liaise with Problem Manager to ensure problems are reported with appropriate documentation enabling tracing and tracking.
• Driving the efficiency and effectiveness of the incident management process
• Producing management information by ensuring Critical Success Factors(CSF) and Key Performance Indicators (KPI) for the process are measured, assessed and reported
• Monitoring the effectiveness of incident management and making recommendations for improvement
• Support any activites involving incident management
• Developing and maintaining the incident management systems
• Developing and maintaining the incident management process and procedures.
• Support audit requirements and compliance to standards

Maintain the companys compliance standards and ensure timely completion of all mandatory on-line training modules and attestations.

Preferred candidate profile

• 3 to 5 years previous experience as Incident Manager including the role of Major Incident Manager is essential
• 3 to 5 years previous experience in delivering services using IT Service Operation processes: Incident Management, Request Fulfilment, Change Management, Problem Management is essential
• 3 to 5 years previous experience in Service Now is essential
• 7 to 8 years overall experience in IT is essential