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- Tasks: Lead the incident management process and ensure seamless customer experiences.
- Company: Join HomeServe, a tech-driven company focused on delivering exceptional service.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and development.
- Why this job: Be part of a successful team making a real impact in technology services.
- Qualifications: ITIL certified with experience in incident management and strong communication skills.
- Other info: Ideal for those passionate about technology and customer service.
The predicted salary is between 36000 - 60000 £ per year.
An exciting opportunity has become available for an experienced Incident Manager to join the HomeServe Technology & Change Team! The primary purpose of the Incident Manager is to be responsible for introducing and championing the end to end incident management process.
You will be responsible for maintaining process standards and procedures for all elements of the Incident Management process (including Major Incident Management). Your key focus & deliverable is to ensure as a business HomeServe's technology service is resilient, performant with high availability delivered to achieve the right outcomes for our customers, by proactively introducing counter-measures as soon as possible if operating and service levels are likely to be breached.
You will be joining a highly successful service focused IT Service Delivery team who are undergoing significant investment and expansion to ensure we have best of breed technology and the right team.
- Own the end to end Incident and Major Incident Management processes, including Service Now configuration design.
- Drive improvements to ensure the customers journey and experience is seamless from start of incident creation to resolution.
- Be the Major Incident Manager during core working hours, ensuring that mean time to resolution is rapid and impact to our customers is minimal.
- Lead investigations of serious incidents, engage with external parties, issue responses and notify others of their actions.
- Conduct post incident reviews for Major Incidents, capturing improvement initiatives and driving them through to completion.
- Attend CAB meetings, including ECAB meetings making sure we support the business strategy whilst maintaining safe stable service for our customers.
- Collaboration between technology team leads for Incident investigation and action plan creation.
- Convening and communicating with Senior Management as needed or requested, in addressing the incident issues that arise.
- Undertake daily triaging to create action plans that will prevent incoming demand into the Internal IT team.
About The Candidate
What experience is needed in order to be able to do the job?
- Essential
- An experienced ITIL Incident Manager with a good record of success in the role.
- ITIL v3 or v4 qualification, and demonstrate use of working within the framework.
- Vast current experience of Service Now.
- Confident and demonstrable experience of handling Major Incidents.
- Good negotiating and influencing skills.
- Confident in challenging others, whilst at the same time maintaining and building a professional relationship.
- Skilled at relationship building and conflict resolution.
- Ability to translate technical information into non-technical language.
- Good understanding of technology.
- A clear and calm communicator able to deal with people at all levels of the organisation.
- A methodical approach with strong documentation skills, with excellent written skills.
- Highly self-aware and emotionally intelligent, you understand your impact on others and take time to understand all colleagues and help them to operate at their best.
- Passionate about ensuring the business delivers a great customer service and experience.
- Desirable
- Good understanding of IT Infrastructure & Cloud solutions.
- Experience of working in a DevOps environment.
- Experience of working with different project frameworks; agile, waterfall etc.
Incident Manager in Walsall employer: HomeServe
Contact Detail:
HomeServe Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Incident Manager in Walsall
✨Tip Number 1
Familiarise yourself with ITIL frameworks, especially v3 and v4, as they are crucial for the Incident Manager role. Consider joining online forums or local meetups to discuss best practices and gain insights from other professionals in the field.
✨Tip Number 2
Gain hands-on experience with ServiceNow, as it's a key tool for managing incidents. If you haven't used it before, look for online tutorials or courses that can help you understand its functionalities and how to configure it effectively.
✨Tip Number 3
Develop your negotiation and influencing skills by engaging in role-playing scenarios or workshops. This will prepare you for the challenges of handling major incidents and working with various stakeholders.
✨Tip Number 4
Practice translating technical jargon into layman's terms. You can do this by explaining complex concepts to friends or family members who aren't in the tech field, which will enhance your communication skills for dealing with diverse teams.
We think you need these skills to ace Incident Manager in Walsall
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience as an ITIL Incident Manager. Focus on your successes in managing incidents, particularly major ones, and include specific examples of how you've improved processes or resolved issues.
Craft a Strong Cover Letter: In your cover letter, express your passion for delivering excellent customer service and your understanding of the importance of incident management. Mention your ITIL qualifications and how they relate to the role at HomeServe.
Highlight Relevant Skills: Emphasise your skills in negotiation, relationship building, and conflict resolution. Provide examples of how you've effectively communicated technical information to non-technical stakeholders in previous roles.
Showcase Your Experience with Service Now: Since the role requires vast experience with Service Now, detail your familiarity with this tool. Include any specific configurations or improvements you've implemented in past positions that demonstrate your capability.
How to prepare for a job interview at HomeServe
✨Showcase Your ITIL Knowledge
Make sure to highlight your ITIL v3 or v4 qualifications during the interview. Be prepared to discuss how you've successfully applied the ITIL framework in your previous roles, especially in incident management.
✨Demonstrate Your Major Incident Management Skills
Prepare examples of how you've handled major incidents in the past. Discuss your approach to rapid resolution and how you minimised impact on customers, as this will be a key focus for the role.
✨Communicate Clearly and Calmly
As an Incident Manager, you'll need to communicate effectively with various stakeholders. Practice explaining technical concepts in simple terms, and be ready to showcase your calmness under pressure during the interview.
✨Emphasise Relationship Building
Highlight your experience in building professional relationships and resolving conflicts. Be prepared to share specific instances where your negotiation skills made a difference in managing incidents or collaborating with teams.
