Address
Form of work
SalaryIncident Manager
Inside IR35
Remote
Must Hold Active Security Clearance due to the timescale of the projects
Key Responsibilities
• Support the Head of Service Management and the Service Managers in the management of incidents on the organisation’s IT estate
• Lead the Service Operations Command Centre
• Design, implement and manage Major Incident Management and Incident Management processes
• Design, implement and manage a Continuous Improvement process
• Engage with senior stakeholders and the wider organisation, to communicate the nature and progress of an incident
• Declare a Major Incident and liaise with senior stakeholders over the implementation of Business Continuity Plans
• Coordinate the technical teams in the identification of root causes, ensuring a structured engineering approach is taken to systematically identify the root causes and their impacts
• Coordinate 3rd party suppliers in identifying root causes and remedial actions.
• Establish a Major Incident Management team, meeting regularly and making decisions to progress with root cause analysis and remedial action.
• Identify whether Disaster Recovery and IT Service Continuity Management protocols require to be invoked.
• Develop recommendations for the resolution for the Major Incident and managing the Emergency Change Process for the implementation of any remedial change
• Log all activities undertaken in tackling the Major Incident to support Post Incident Review (PIR) processes
• Lead the post incident review process, documenting the PIR, maintaining an action log and developing any knowledge articles deemed appropriate.
• Lead the technical communities in a Continuous Service Improvement process to ensure lessons are learned and services improved as a consequence of feedback and MI.
• Develop any problem records that require resolution as a consequence of the Major Incident
• Maintain the highest standards of user and customer focus, ensuring that services are restored to user/customer satisfaction
• Maintain the highest standards of communication with users/customers to promote confidence that incidents and problems are being tackled
