IT Incident Manager

Roles & Responsibilities

The IT Incident & Major Incident Manager is a critical part of our IT Operations team, responsible for effectively managing and resolving IT incidents to minimize disruptions to our logistics operations. This includes overseeing both routine incidents and high-impact major incidents, ensuring swift recovery and preventing future occurrences.

Incident Management

- Governing the Ticket handling process

- Performing Incident Management (P3/P4) activities as required.

Major Incident and Problem Management

- Managing Major Incidents, ensuring that they are logged, progressed, updated, authorised, expedited and resolved within the agreed timeframes

- Highlighting risks and issues in actions identified during any Major Incident.

- Evaluating recovery actions to ensure that a recovery plan exists or is being actively produced.

- Identify information to enhance the Known Error database

- Provide Out of Hours Support to Major Incident Management on a rota basis.

Core responsibilities

-Managing aged incidents

- Escalating breached incidents

- Identifying and applying ticket handling improvements

- Reducing the average bounce count of tickets

- Facilitate engagement where multiple teams are involved for P3 - P4 incidents

- Provide reporting for P3 - P4 incidents

- Own and issue all communications during a Major Incident

- Chairing conference calls with relevant participants including senior management, driving investigation and recovery activity via action plans.

- Ensuring that appropriate internal escalation occurs.

- Ensuring that appropriate vendor/supplier escalation occurs.

- Identifying appropriate timelines and targets for recovery actions, feedback and communications.

- Assessing the need for appropriate handover of responsibilities to maintain optimum performance of the recovery team over an extended duration.

- Suggesting workarounds and methods of speeding up the recovery of an incident.

- Continually reviewing engagement within the recovery and identify any additional support teams, individuals or third parties who could add value or those that can be stood down.

Skills / Experience

- Good interpersonal skills, with the ability to communicate clearly and effectively to multiple audiences of varying seniority

- Identify the work required and organize, facilitate and / or perform the work with only minimal guidance from management

- Good analytical skills; a structured and methodical approach

- Highly organized, with the ability to plan for short to medium term objectives

- Strong service attitude; builds lasting customer relationships, strives for efficiency and effectiveness catering for internal and external resolvers

- Commitment to quality standards and continuous improvement

- Delivery of effective training packages in line with defined process and procedure