Incident Manager

Direct message the job poster from Infoplus Technologies UK Limited

Talent Acquisition Specialist – IT Recruiter – #WeAreHiring for UK & European Regions

Location: Berkshire, UK – Weekly 3 days in office

Duration: Contract – INSIDE IR35

Salary: as per Market Standard

Job Description:

• Accountable for the successful and timely restoration of all Major Incidents that are assigned to them, whilst keeping the business and customers updated.
• Assemble, work with, and manage cross-organizational teams.
• Support accurate and consistent maintenance of technical and management escalation processes.
• Support and effective communication during customer outages.
• Event analysis, applying the ITIL framework for severity and impact.
• Facilitate the resolution effort and determine when it is necessary to engage additional resources if the resolution effort is stalled during the call with stakeholders.
• Engagement of escalation management resources.
• Manage customer and internal communications at an executive level.
• Conduct post-event analysis, leveraging the ITIL problem management process and relationships with engineering to assure that issues to prevent further occurrences.
• Incident Resolution handoffs along with detailed notes and a summary of the business impact and duration to the Problem Management team.
• Manage and report ongoing CritSit metrics.

Key skills/knowledge/experience:

• Minimum of 6+ years’ experience in critical/crisis management for technical customer escalations
• Good understanding of ServiceNow ITSM platform and ITIL processes
• Excellent communication skills (both verbal and written)
• The ability to communicate confidently and clearly on conference calls, in meetings and via email, at all levels of the organization is essential
• Strong organizational skills with the ability to manage multiple tasks simultaneously
• Customer focus and ownership, use of own initiative and a proactive approach to work
• Crafts business appropriate communications for the affected operating groups and manages communication on a major incident conference call
• Extensive experience supporting and managing technical environments; demonstrated leadership skills under fast-paced, highly dynamic situations
• Must be technically literate and be able to articulate technical issues in a meaningful way to both engineers and executive level management
• Crisis management skills: able to set priorities, pursue multiple threads at the same time, accurately reflect current state and drive towards desired state
• Ability to maintain calm during stressful situations
• A team player who is influential and builds good working relationships across all functions.
• Excellent project management skills, including demonstrated ability to manage projects across teams where influencing skills are required

Seniority level

Mid-Senior level

Employment type

Contract

Job function

Information Technology

Industries

IT Services and IT Consulting

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