Incident Manager Hybrid

Incident Manager - Glasgow (Hybrid)

Lorien's client, a leading provider of managed hosting, cloud, and transformation services, is seeking a talented Incident Manager to join their team. If you have a strong background in IT service management and are familiar with ITIL best practices, this is the opportunity for you.

In return, you'll enjoy working for an evolving and expanding organisation, hybrid model between home and their Glasgow city centre office, flexible benefits package, ongoing upskilling and progression opportunities, access to the latest tech, and much more, so take a look at the finer details below:

What you'll be doing:

• Effectively oversee the entire incident management lifecycle, encompassing recording, categorisation, investigation, and resolution.
• Guarantee timely resolution of incidents in adherence to service level agreements (SLAs).
• Foster efficient communication among customers, service desk personnel, and technical teams for swift incident resolution.
• Recognise, prioritise, and promptly escalate critical incidents demanding immediate attention.
• Formulate and uphold comprehensive incident management procedures and policies.
• Supervise both the incident management process and the team members involved in resolution efforts.
• Generate insightful reports on incident management performance and emerging trends.
• Ensure meticulous documentation of all incidents.
• Identify and implement necessary changes for continual improvement in the incident management process.

We want to hear from you if:

• Possess expertise in managing IT services, particularly in incident management.
• Demonstrate strong managerial capabilities and effective collaboration with team members.
• Exhibit a thorough grasp of the ITIL framework, specifically the incident management process.
• Display exceptional written and verbal communication skills.
• Proficiently analyse extensive technical data in a dynamic work environment.
• Showcase adept analytical, problem-solving, and time management abilities.
• Capable of efficiently managing and prioritising multiple tasks and projects.
• Willing and able to undertake 24/7 on-call responsibilities on a rotating basis.

This is a great opportunity to join a growing team at an exciting part of their history and be part of a collaborative environment where your expertise will be valued and rewarded. Apply now with your latest CV for immediate consideration.

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Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.