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For Companies At a Glance
- Tasks: Lead incident management processes and resolve IT issues swiftly.
- Company: Join Ultima, a global company committed to diversity and inclusion.
- Benefits: Enjoy remote work options and a supportive team culture.
- Why this job: Make a real impact by improving IT operations and enhancing service quality.
- Qualifications: Strong communication skills and a proactive attitude are essential; ITIL knowledge is a plus.
- Other info: We encourage applicants from all backgrounds to apply, even if you don't meet every requirement.
The predicted salary is between 28800 - 43200 £ per year.
Location: Belfast/Northern Ireland - Remote
Shift pattern: Mon – Fri - UK Hours regardless of location (typically 9 – 5:30 to cover daily regional handover calls)
The Role
We are looking for a proactive and detail orientated incident manager to join our Team, providing services to a global company. In this role, you will be in charge of leading the incident management process to resolution and restoring the client's IT operations swiftly. You will coordinate across teams to minimise impact, maintain service quality, and continuously improve incident response and resolution SLA/KPI times.
Incident Managers Responsibilities
- Overseeing the incident management process and team members involved in resolving the incident.
- Responding to a reported service incident, identifying the cause, and initiating the incident management process.
- Prioritizing incidents according to their urgency and influence on the business.
- Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures.
- Collaborating with the incident management team to ensure that all protocols are diligently followed.
- Reporting on all ticket types ensuring updates are being handled in a timely manner.
- Coordinate with team members and the client on change requests, monitoring the schedule and approval of changes.
- Manage problem record creation and updates, conduct root cause analysis (RCA), and work with Engineers to implement long-term solutions to prevent future incidents/problems.
- Adjusting the incident management process as required to ensure its effectiveness.
- Communicating with management if major issues are found in the IT system.
- Managing re-assignment of tickets and re-scheduling non-urgent tasks.
Incident Manager Skills
- Time management and organisation
- Attention to detail
- Proactive monitoring of platforms
- Incident, Change and Problem Process experience
- ITIL Framework
- Clear and positive thinking
- Fast problem-solving and analytical skills
- Empathy for customers and the ability to listen to their needs
- Strong verbal and written communication skills
- Ability to collaborate with the technical support team
- An eagerness to learn new technologies and systems
- Enthusiasm for continuous learning and improvement
Technologies (Not essential but a good to have)
- ServiceNow (particularly reporting experience e.g. Performance/Platform analytics module)
- Azure
- Aternity
- Elastic
- Microsoft Office Products
- BMC/Helix
- ITIL qualifications
- Microsoft qualifications
Our Commitment to You
We’re proud to be an equal opportunity, Disability Confident employer. At Ultima, we celebrate our differences and strive to build an environment where everyone feels respected, valued, and able to succeed.
Not sure you meet every single requirement? People from underrepresented groups may be less likely to apply unless they meet every qualification. At Ultima, we’re committed to building a diverse and inclusive workplace, so even if your experience doesn’t align perfectly, we encourage you to apply. You might be exactly who we’re looking for.
Apply now, or reach out to our Talent team if you have any questions. We’re always happy to chat about how we can make work, work for you.
Incident Manager employer: Ultima
Contact Detail:
Ultima Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Incident Manager
✨Tip Number 1
Familiarise yourself with the ITIL framework, as it's crucial for an Incident Manager role. Understanding its principles will help you demonstrate your knowledge during interviews and show that you're ready to manage incidents effectively.
✨Tip Number 2
Brush up on your problem-solving skills by practising real-life incident scenarios. This will prepare you to discuss how you would handle various situations, showcasing your analytical abilities and proactive approach.
✨Tip Number 3
Network with current or former Incident Managers through platforms like LinkedIn. Engaging in conversations can provide insights into the role and may even lead to referrals, increasing your chances of landing the job.
✨Tip Number 4
Stay updated on the latest technologies mentioned in the job description, such as ServiceNow and Azure. Showing your eagerness to learn about these tools can set you apart from other candidates and demonstrate your commitment to continuous improvement.
We think you need these skills to ace Incident Manager
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the responsibilities and skills required for the Incident Manager position. Tailor your application to highlight how your experience aligns with these requirements.
Highlight Relevant Experience: In your CV and cover letter, emphasise your experience in incident management, ITIL frameworks, and any relevant technologies mentioned in the job description. Use specific examples to demonstrate your problem-solving skills and attention to detail.
Craft a Strong Cover Letter: Write a compelling cover letter that showcases your enthusiasm for the role and the company. Mention your proactive approach to incident management and your ability to collaborate effectively with teams and clients.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for an Incident Manager.
How to prepare for a job interview at Ultima
✨Understand the Incident Management Process
Familiarise yourself with the incident management process and be ready to discuss how you would oversee it. Highlight your experience in coordinating teams and resolving incidents swiftly, as this is crucial for the role.
✨Showcase Your Problem-Solving Skills
Prepare examples of past incidents you've managed, focusing on your analytical skills and how you conducted root cause analysis. Be ready to explain how you implemented long-term solutions to prevent future issues.
✨Emphasise Communication and Collaboration
Since the role involves working closely with various teams and clients, demonstrate your strong verbal and written communication skills. Share instances where you successfully collaborated with technical support teams or communicated effectively during a crisis.
✨Highlight Your Proactive Approach
Discuss your proactive monitoring strategies and how you prioritise incidents based on urgency. Show that you are detail-oriented and can adjust processes to improve effectiveness, which aligns with the company's commitment to continuous improvement.
