IS Incident Manager

IS Incident Manager

Basingstoke Full-Time 36000 - 60000 £ / year (est.) No home office possible
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At a Glance

  • Tasks: Lead the management of IT incidents, ensuring quick resolutions and minimal disruption.
  • Company: Join a dynamic team focused on delivering top-notch IT services in a collaborative environment.
  • Benefits: Enjoy a permanent full-time role with opportunities for growth and development.
  • Why this job: Be at the forefront of IT operations, making a real impact on business continuity and service quality.
  • Qualifications: Bachelor's degree in IT or related field; ITIL certification required.
  • Other info: Ideal for those who thrive in fast-paced, complex environments and enjoy problem-solving.

The predicted salary is between 36000 - 60000 £ per year.

IS Incident Manager

Department: IS – Service Delivery

Employment Type: Permanent – Full Time

Location: UK/Basingstoke

Reporting To: Global Service Desk Manager

Description

In this newly created position, the IT Incident Manager is responsible for overseeing the end-to-end management of IT incidents, including major incidents ensuring timely resolution and minimal disruption to business operations. This role acts as the central point of coordination for all high-priority / Major incidents (P1/P2), driving root cause analysis, stakeholder communication, and continuous improvement. The IT Incident Lead works closely with resolver teams, service desk staff, and third-party vendors to ensure incidents are resolved within agreed service levels and that lessons learned are captured and acted upon.

Key Responsibilities

  • Lead the incident management process for all major and high-impact incidents.
  • Coordinate cross-functional teams to ensure rapid resolution and service restoration.
  • Act as the primary point of contact for incident escalation and communication, ensuring timely updates to customers and stakeholders.
  • Ensure accurate and timely incident reporting, including post-incident reviews, lessons learned reports, and documentation.
  • Collaborate with the Service Delivery Director to ensure adherence to agreed SLA’s and performance KPI’s of our third party vendor services.
  • Maintain and improve the incident management process in alignment with ITIL best practices.
  • Monitor incident trends and proactively identify & report areas for improvement.
  • Collaborate with Problem Management to ensure root causes are addressed and mitigated.
  • Provide regular updates to senior stakeholders and business units during major incidents.
  • Support the development and delivery of incident management training and awareness.
  • Ensure compliance with SLAs, OLAs, and regulatory requirements.
  • Experience in successfully navigating complex, matrix organizations, as well as working with an off shored Support function
  • Ability to prioritize multiple incidents and coordinate multi discipline engineering teams
  • Good administration skills and understanding of various ITSM tools for incident logging and knowledge base

Skills, Knowledge & Expertise

REQUIRED EDUCATION AND QUALIFICATIONS
Education Level:
  • Bachelor’s degree in Information Technology, Computer Science, or a related field.
  • ITIL Foundation certification (v3 or v4) required; Intermediate or Expert level preferred.
  • Additional certifications in service management or technical disciplines are a plus
REQUIRED SKILLS AND COMPETENCIES
  • Good experience in IT service operations or incident management roles.
  • Proven experience managing high-severity incidents in complex IT environments.
  • Strong understanding of ITIL processes, especially Incident, Problem, and Change Management.
  • Excellent communication and stakeholder management skills.
  • Ability to remain calm under pressure and make sound decisions quickly.
  • Experience with ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Management).
  • Strong analytical and problem-solving skills.
  • Ability to lead and influence cross-functional teams without direct authority.
  • Experience in a 24/7 operational support environment
  • Ability to collaborate, build credibility, and establish good working relationships with leaders across functions to ensure solid partnership and alignment
  • Customer-centric attitude and focus on providing best-in-class service for customers
  • Resilient and adaptable to changing circumstances

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IS Incident Manager employer: Glory Ltd.

As an IS Incident Manager at our Basingstoke location, you will join a dynamic team dedicated to delivering exceptional IT service management in a supportive and collaborative work environment. We prioritise employee growth through continuous training and development opportunities, ensuring you can advance your career while contributing to meaningful projects that enhance business operations. Our commitment to a customer-centric culture and adherence to ITIL best practices makes us an excellent employer for those seeking a rewarding and impactful role in the tech industry.
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Contact Detail:

Glory Ltd. Recruiting Team

StudySmarter Expert Advice 🤫

We think this is how you could land IS Incident Manager

✨Tip Number 1

Familiarise yourself with ITIL best practices, especially around Incident Management. Understanding these principles will not only help you in interviews but also demonstrate your commitment to the role and its responsibilities.

✨Tip Number 2

Network with professionals in the IT service management field. Engaging with others who have experience in incident management can provide valuable insights and potentially lead to referrals or recommendations for the position.

✨Tip Number 3

Prepare to discuss specific examples of how you've managed high-severity incidents in the past. Highlighting your problem-solving skills and ability to remain calm under pressure will resonate well with the hiring team.

✨Tip Number 4

Stay updated on the latest trends and tools in ITSM, such as ServiceNow or Jira Service Management. Showing that you're knowledgeable about current technologies will set you apart from other candidates.

We think you need these skills to ace IS Incident Manager

ITIL Foundation Certification (v3 or v4)
Incident Management
Problem Management
Change Management
Stakeholder Communication
Cross-Functional Team Leadership
ITSM Tools Proficiency (e.g., ServiceNow, BMC Remedy, Jira Service Management)
Analytical Skills
Problem-Solving Skills
Calmness Under Pressure
Customer-Centric Attitude
Adaptability
Experience in 24/7 Operational Support
Documentation and Reporting Skills
Continuous Improvement Mindset

Some tips for your application 🫡

Tailor Your CV: Make sure your CV highlights relevant experience in IT service operations and incident management. Emphasise your familiarity with ITIL processes and any specific tools mentioned in the job description, such as ServiceNow or Jira Service Management.

Craft a Compelling Cover Letter: In your cover letter, explain why you are a great fit for the IS Incident Manager role. Discuss your experience managing high-severity incidents and your ability to coordinate cross-functional teams. Use specific examples to demonstrate your skills and achievements.

Highlight Relevant Certifications: Clearly list your ITIL Foundation certification and any additional service management certifications in your application. This will show that you have the necessary qualifications and commitment to the field.

Showcase Communication Skills: Since excellent communication is crucial for this role, provide examples of how you've effectively communicated during major incidents in the past. Highlight your ability to keep stakeholders informed and manage expectations under pressure.

How to prepare for a job interview at Glory Ltd.

✨Understand the Incident Management Process

Make sure you have a solid grasp of the incident management process, especially in relation to ITIL best practices. Be prepared to discuss how you've applied these principles in previous roles and how they can be beneficial in this new position.

✨Showcase Your Communication Skills

As an IS Incident Manager, you'll need to communicate effectively with various stakeholders. Prepare examples of how you've successfully managed communications during high-severity incidents, ensuring everyone is kept informed and updated.

✨Demonstrate Problem-Solving Abilities

Be ready to discuss specific instances where you've identified root causes of incidents and implemented solutions. Highlight your analytical skills and how you've used them to improve processes or resolve complex issues.

✨Familiarise Yourself with ITSM Tools

Since experience with ITSM tools like ServiceNow or Jira Service Management is crucial, ensure you're familiar with their functionalities. You might be asked about your experience with these tools, so be prepared to discuss how you've used them in past roles.

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