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SalaryRole: Incident Manager
Contracting Authority: Government
Contract Length: March 2024
Location: Corsham, On Site
IR35: Inside
Pay Rate: £550 per day
Clearance: Active DV Clearance
An exciting opportunity has become available with our prestigious client who is a prominent government department. The client is seeking an experienced Incident Manager to join their welcoming team.
The Incident Manager Role:
To manage the lifecycle of all Incidents (unplanned interruptions or reductions in quality of IT services). The primary objective of this ITIL process is to return the IT service to users as quickly as possible.
Incident Management Support
Incident Management Support
- To provide and maintain the tools, processes, skills and rules for an effective and efficient handling of Incidents.
- To record and prioritize the Incident with appropriate diligence, in order to facilitate a swift and effective resolution.
- To solve an Incident (service interruption) within the agreed time schedule. The aim is the fast recovery of the IT service, where necessary with the aid of a Workaround. As soon as it becomes clear that 1st Level Support is not able to resolve the Incident itself or when target times for 1st level resolution are exceeded, the Incident is transferred to a suitable group within 2nd Level Support.
- To solve an Incident (service interruption) within the agreed time schedule. The aim is the fast recovery of the service, where necessary by means of a Workaround. If required, specialist support groups or third-party suppliers (3rd Level Support) are involved. If the correction of the root cause is not possible, a Problem Record is created and the error-correction transferred to Problem Management.
- To resolve a Major Incident. Major Incidents cause serious interruptions of business activities and must be resolved with greater urgency. The aim is the fast recovery of the service, where necessary by means of a Workaround. If required, specialist support groups or third-party suppliers (3rd Level Support) are involved. If the correction of the root cause is not possible, a Problem Record is created and the error-correction transferred to Problem Management.
Incident Monitoring and Escalation
This post may conduct management activity across the following areas:
- To continuously monitor the processing status of outstanding Incidents, so that counter-measures may be introduced as soon as possible if service levels are likely to be breached.
- To submit the Incident Record to a final quality control before it is closed. The aim is to make sure that the Incident is actually resolved and that all information required to describe the Incident's life-cycle is supplied in sufficient detail. In addition to this, findings from the resolution of the Incident are to be recorded for future use.
- To inform users of service failures as soon as these are known to the Service Desk, so that users are in a position to adjust themselves to interruptions. Proactive user information also aims to reduce the number of inquiries by users. This process is also responsible for distributing other information to users, e.g. security alerts.
- To supply Incident-related information to the other Service Management processes, and to ensure that that improvement potentials are derived from past Incidents.
- Provide clear stakeholder communications to the Ops team and other major stakeholders.
- Ensure the OSM teams work collaboratively to rectify issues, reaching into the DD lower tier teams and OSM where necessary.
This post may conduct management activity across the following areas:
- The Incident Manager is responsible for the effective implementation of the Incident Management process and carries out the corresponding reporting. The role represents the first stage of escalation for Incidents, should these not be resolvable within the agreed Service Levels.
- The role will oversee incidents and restores normal operations as quickly as possible with the least impact on the business or the user.
- Working at the Service Management Centre within the service desk area but work as the Authority OSM INCIDENT MANAGER lead.
- Deputy for the OSM/Problem Manager.
- Development of the OSM function and processes.
- Communication of major incidents to the Service Ops/GOSCC Duty team.
- Onsite Authority lead for incident management for services, escalation of incidents to problem manager/CSI.
Minorities, women, LGBTQ+ candidates, and individuals with disabilities are encouraged to apply.
Interviews will take place next week, so please apply immediately to be considered for this exciting contract role or call Bangura Solutions to discuss this role further.
