Incident Manager

We are looking for an Incident Manager to join our team on a permanent basis to drive forward our delivery capability and deliver the optimum solutions to the clients. Based in Leeds this is a great opportunity to join one of the most exciting, innovative, prestigious and forward-thinking technology-enabled organisations in the UK.

Skills and Experience

  • Experience of taking ownership of escalated Incidents/service requests.
  • Directing and facilitating resolution activity.
  • Experience of using Call logging tool ServiceNow or Remedy.
  • Ticket Queue management in ServiceNow.
  • Production of trend and causal analysis for P3/P4 incidents, presenting findings and recommendations.
  • Key stakeholder/customer management via telephone and face to face.
  • Monthly reporting for Incident Management.
  • Documentation and ownership of the Incident Management process.
  • Identify, document and implement improvements to the Incident Management process.
  • Experience of working with multiple suppliers in an ITIL V3/4 environment.
  • Support the customer to coordinate resources required to identify, manage, and control the introduction of new or amendments to live services.
  • Capture, maintain and distribute a log of all Change requests (Operational Changes, Standard, pre-approved changes, Urgent Changes, and Emergency Changes).
  • Plan and coordinate the end to end Change Management Process.
  • Act as the central point for change submissions.
  • Arrange, chair, record and distribute change details and minutes from the weekly Technical Review, Change Advisory Board (CAB) and Emergency CAB meetings.
  • Produce and distribute Forward Schedule of Change.
  • Responsible for producing customer communication for system changes.
  • Documentation and overall ownership of the Change Management process.
  • Identify, document and implement improvements to the Change Management process.
  • Experience of managing multiple suppliers in an ITIL V3/4 environment.
  • Provide Input into the monthly reporting pack for Change management.

Key skills

  • Experience of end to end management of P3/P4 incidents and service requests.
  • P3/P4 ticket trending.
  • ITIL Awareness
  • Monthly reporting.
  • Managing technical and non-technical changes at a large corporate level.
  • Charing/commanding change meetings.
  • Technical experience.
  • Creating and managing process documents.

Please be aware, that this role may be subject to basic security checks which may include a basic criminal records check.

United Kingdom