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- Tasks: Lead major incident resolutions and coordinate cross-functional teams for effective communication.
- Company: Join a leading cybersecurity organisation focused on service excellence and innovation.
- Benefits: Enjoy hybrid work options and the chance to make a real impact in cybersecurity.
- Why this job: Be part of a fast-paced environment where your skills drive significant improvements in incident management.
- Qualifications: 2-5 years in IT service operations, with strong incident management and problem-solving skills required.
- Other info: This role offers the opportunity to manage a team and refine processes globally.
The predicted salary is between 48000 - 72000 £ per year.
A leading cybersecurity organisation is seeking a Senior Incident Manager to take ownership of high-priority escalations and major incidents, ensuring efficient resolution and minimal disruption to customers. This role involves coordinating cross-functional teams, managing communication with key stakeholders, and driving continuous improvement in incident management processes. As part of a global team, you will play a vital role in maintaining service excellence, ensuring rapid response to critical issues, and refining processes to prevent future incidents. You will be implementing a major incident management process and continuously looking to improve processes.
Location: Buckinghamshire - hybrid
Key Responsibilities:
- Lead and oversee the resolution of major incidents, ensuring timely action and effective coordination.
- Work with internal teams to streamline escalation processes and maintain consistency across global operations.
- Drive clear communication with customers, internal stakeholders, and senior leadership regarding incident status and resolution.
- Conduct post-incident reviews and root cause analysis to implement preventative measures.
- Manage a team of incident managers, providing guidance and operational oversight.
- Ensure detailed documentation of resolution procedures to enhance knowledge sharing and service improvement.
- Deliver regular reports on incident trends and overall service performance.
Key Skills & Experience:
- 2-5 years of experience in IT service operations, with 2+ years in escalation/incident management.
- Strong knowledge of incident management frameworks, preferably ITIL-certified.
- Implemented a major incident management process and delivered process improvement.
- Understanding of network security solutions, such as Firewalls, Web Gateways, or Endpoint security tools.
- Excellent problem-solving, leadership, and communication skills.
- Ability to work under pressure, manage multiple priorities, and drive resolution in high-stakes environments.
- Previous experience in a customer support or helpdesk setting.
This is an exciting opportunity to be part of a fast-paced, innovative environment where you will make a real impact on cybersecurity incident management. If you’re passionate about driving service excellence and leading high-priority resolutions, we’d love to hear from you.
Senior Incident Manager employer: Xpertise Recruitment
Contact Detail:
Xpertise Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Incident Manager
✨Tip Number 1
Familiarise yourself with ITIL frameworks, as they are crucial for incident management. Consider obtaining or highlighting your ITIL certification to demonstrate your expertise in this area.
✨Tip Number 2
Showcase your experience in leading cross-functional teams during high-pressure situations. Prepare examples of how you've successfully managed major incidents and improved processes in previous roles.
✨Tip Number 3
Emphasise your communication skills, especially in conveying complex information to stakeholders. Be ready to discuss how you’ve maintained clear communication during critical incidents.
✨Tip Number 4
Research the latest trends in cybersecurity and incident management. Being knowledgeable about current challenges and solutions in the industry will help you stand out as a candidate who is proactive and informed.
We think you need these skills to ace Senior Incident Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT service operations and incident management. Emphasise your knowledge of incident management frameworks, especially if you are ITIL-certified.
Craft a Compelling Cover Letter: In your cover letter, express your passion for cybersecurity and your commitment to service excellence. Mention specific examples of how you've successfully managed major incidents or improved processes in previous roles.
Showcase Leadership Skills: Since the role involves managing a team, highlight any leadership experience you have. Discuss how you've guided teams through high-pressure situations and ensured effective communication during incidents.
Demonstrate Problem-Solving Abilities: Provide examples in your application that showcase your problem-solving skills, particularly in high-stakes environments. Detail how you've approached complex incidents and the outcomes of your actions.
How to prepare for a job interview at Xpertise Recruitment
✨Showcase Your Incident Management Experience
Be prepared to discuss your previous experience in incident management, particularly any major incidents you've handled. Highlight specific examples where you led a team through a crisis, detailing the steps you took to ensure a swift resolution.
✨Demonstrate Your Communication Skills
Since this role involves significant communication with stakeholders, practice articulating complex technical issues in a clear and concise manner. Be ready to explain how you would keep customers and senior leadership informed during an incident.
✨Familiarise Yourself with ITIL Frameworks
As the job requires knowledge of incident management frameworks, brush up on ITIL principles. Be prepared to discuss how you've applied these frameworks in your past roles and how they can improve incident management processes.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities under pressure. Think about how you would handle various incident scenarios, including escalation processes and post-incident reviews, and be ready to share your thought process.
