Incident Manager

We have an exciting opportunity for an Incident Manager to join our client on a permanent basis in Corsham. This role is a site based 5 days per week position due to the work being on a secure site.
Candidates will need to already hold SC Clearance or have the ability to be put through it, and therefore we are only able to accept British Passport holders for this position. Duel passport holders can unfortunately not be considered.
Main Duties
* Monitor the progression of incidents, proactively intervening when appropriate to ensure that incidents are progressed through to closure in a timely manner
* Quickly assess the severity of an outage in regard to impact and technical complexity
* Personally manage and own the progression of P1/major incidents through to remediation stage
* Notify, escalate and communicate to our business the existence and status of outages as necessary
* Help co-ordinate the investigations and drive incidents to resolution / remediation
* Be an advocate of the customer and drive ticket progression to the highest levels of quality
* Perform incident trend analysis to identify potential problems
* You will work with multiple support teams to ensure SLA compliance for all incidents
* Perform both reactive and proactive Problem Management, driving permanent resolution to ensure that tickets are reduced and problems across the estate decrease, driving stability and experience
* Perform governance around both the Incident and Problem Management processes
Essentials Skills/Experience
* Able to demonstrate a proven track record in the effective delivery of Incident Management
* Experience with application or infrastructure services
* Excellent written and verbal communication skills with the ability to effectively tailor communication of technically complex issues to various audiences
* Strong collaboration skills with an interest to develop a strong network
* Ability and aptitude to pick up new technologies or procedures
* Good organisational skills and excel at multitasking with the ability to "pick up the pace" during major outages
* ITIL Foundation qualified
* Experience of leading a Tier 1 service desk for a complex product(s).
* Experience of developing knowledge-based article for complex products.
* Experience of work with a range of stakeholders and developing ways to enhance end user experiences of a service.
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