SIAM Critical Incident Manager

2 weeks ago


Solihull, Solihull, United Kingdom HCLSoftware Full time
Job Description

Key Responsibilities:

  • Must understand the overall setup of IT Services and roles played by various Service Providers and demonstrate technical knowledge pertaining to two or more technology areas.
  • Take the ownership to oversee the day to day operations relating to Incident Management
  • Manage Major Incidents or situations across providers
  • Manage high priority incidents from start to finish providing regular management updates to and bringing a satisfactory outcome for the customer
  • Running both technical conference bridges and business update calls
  • Documenting Issues, updating issues log, following issues to completion, and escalating issues to management team if needed
  • Driving decision making for incident resolution and minimizing impact to the business
  • Escalation to Senior IT Management
  • Providing incident updates to stakeholders
  • Capturing incident follow ups and completing formal Post Mortems
  • Identifying stability trends and escalating them through the Problem Management process
  • Coordinate decision making of critical, emergency break fix work by chairing conference calls and publishing formal communication
  • Take full responsibility and ownership of incident resolution and service improvement, acting as a first point of escalation for high priority incidents
  • Monitor the resolution of incidents involving multiple Service Providers and ensure it is within the SLA

Qualifications/Skills:

  • Must be an experienced resource with Minimum 7+ years of experience in Incident Management with knowledge sound understanding of various IT technologies/domains.
  • Very strong Influential relationship management skills with stakeholders, senior management, colleagues and external service providers.
  • Proven troubleshooting skills within a support environment including a strong sense of commitment and drive towards incident resolution
  • Passion for identifying problems that cause incidents and lengthen time to repair, and attacking the issues to eliminate the cause in our environment.
  • Understanding of foundational IT technical issues and relationships
  • Sensitivity and urgency in dealing with line of business outages.
  • Ability to influence and lead technical conversations with various infrastructure support groups.
  • Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organization. Strong oral and written communication skills
  • Strong problem solving skills and the ability to logically break down a problem into smaller manageable parts to solve
  • Supervisory skills and the ability to leverage support from other parts of the organization
  • Proven expert in managing multiple stakeholders at all levels of the organization, but specifically at senior management level.
  • Understanding of Technologies & ITSM Tool
  • Coordination, negotiation, and persuasion skills

Other note/s:

  • 6 months to 1 year contract
  • Main core experience on managing major incident bridges and communications.

Candidate Data Privacy Notice



  • Solihull, Solihull, United Kingdom The Curve Group Full time

    Job Title: Incident & Problem ManagerLocation: Solihull - Hybrid workingHours:PermanentA bit about us:At BNP Paribas Personal Finance, we're part of a global bank and are proud to be a Top Employer UK 2023, providing a great place to work in an open and inclusive environment.We're here to provide simple and straightforward consumer finance solutions and we...


  • Solihull, Solihull, United Kingdom Serco Full time

    Service Desk Performance Manager Solihull Office - Homer Road Full Time, Permanent Salary - £, - £, (dependent on experience) Here at Serco, we are seeking a pro-active and self-motivated Service Desk Performance Manager who will lead the Service Desk in providing service excellence through management of individual and team performance, to ensure...


  • Solihull, Solihull, United Kingdom Serco Limited Full time £45,000 - £58,000

    Head of Cyber Incident Response Solihull- hybrid Full Time, Permanent Between £45,000 to £58,000 per annum (depending on experience) Here at Serco, we are seeking an experienced Head of Cyber Incident Response to be responsible for Serco UK & Europe Incident response activities. This role will be responsible for the process, the integrations and...


  • Solihull, Solihull, United Kingdom Serco Plc Full time

    Hybrid - SolihullFull Time, PermanentUp to £58,000 (depending on experience)As part of this you'll:Understand and develop the Incident Response processes and implementation. Including supporting SOC and wider business around its mechanisms and logicManage the various available resources (Internal and external) to deliver the quality of Incident Response...


  • Solihull, Solihull, United Kingdom Serco Plc Full time

    Lead Cyber Incident ResponderHybrid - Solihull Full Time, Permanent Up to £58,000 (depending on experience) Here at Serco, we are seeking an experienced Lead Cyber Incident Responder to be responsible for Serco UK & Europe Incident response activities. This role will be responsible for the process, the integrations and engagements across Serco Worldwide. It...


  • Solihull, Solihull, United Kingdom HCLSoftware Full time

    Key Responsibilities:Please ensure you read the below overview and requirements for this employment opportunity completely. Must understand the overall setup of IT Services and roles played by various Service Providers and demonstrate technical knowledge pertaining to two or more technology areas. Take the ownership to oversee the day to day operations...

  • IT Service Manager

    1 month ago


    Solihull, Solihull, United Kingdom E UK PLC Full time

    The E.ON I&C Pillar combines the current nPower nBS & E.ON B2B businesses to create a new £5billion revenue business serving c60,000 customers and around 300,000 meter points with a view to becoming the number one B2B energy supplier in the UK. Right now, we're looking for an IT Service Manager to join our Digital Technology & Change team. For this role you...


  • Solihull, Solihull, United Kingdom Digital Waffle Full time £65,000

    Job Title: Senior Cyber Security Engineer Location: Solihull, UK (Hybrid)Salary: £65,000 per annum Role Overview: As a Senior Cyber Security Engineer, you will play a pivotal role in designing, implementing, and maintaining the cyber security infrastructure. You will utilise Microsoft technologies, including Azure, Sentinel, Defender, and XDR, to ensure...


  • Solihull, Solihull, United Kingdom Digital Waffle Full time

    Job Title: Senior Cyber Security EngineerLocation: Solihull, UK (Hybrid)Salary: £65,000 per annumRole Overview:As a Senior Cyber Security Engineer, you will play a pivotal role in designing, implementing, and maintaining the cyber security infrastructure. You will utilise Microsoft technologies, including Azure, Sentinel, Defender, and XDR, to ensure robust...


  • Solihull, Solihull, United Kingdom Amtis professional Ltd Full time

    Information Security Manager – Solihull - £69,000 DOE - Hybrid working ISO:27001, Governance Risk, Compliance, Appreciating of security technologies, Cyber Essentials, CISM, CISSP Working for a well know organization based in Solihull we are looking for an Information Security Manager to to join a company with a growing focus towards security. Working...

  • Project Engineer

    2 weeks ago


    Solihull, Solihull, United Kingdom MWH Treatment Full time

    We are looking to strengthen our Delivery team with a Senior Project Engineer based at Maple Lodge with hybrid working available. You will report directly to the Project Manager and your role will be to manage the design (including challenging solutions and identifying opportunities for innovation), construction, commissioning and putting to work of...


  • Solihull, Solihull, United Kingdom Fujitsu Full time

    3rd Line Shared Service Support Infrastructure Engineer Location: Bracknell or Solihull Our purpose is to make the world more sustainable by building trust in society through innovation. As a 3rd Line Shared Service Support Infrastructure Engineer you will contribute to this by working with the current support personnel to understand the products and...


  • Solihull, Solihull, United Kingdom SF Recruitment Full time

    Permanent IT Infrastructure Engineer required on site 5 days a week for a company in Solihull. £48,000 base + 10% bonus and great benefits.The company has a cloud first approach and are in progress of an exciting transformation moving systems into a cloud based platform therefore Azure experience will be essential.Key Responsibilities -Responsibilities: Aid...

  • 2nd line Engineer

    2 weeks ago


    Solihull, Solihull, United Kingdom Fujitsu Full time

    Welcome to the SDWAN Support Engineer PositionAre you a proactive and determined 2nd Line support engineer with hands-on skills? Can you tackle new challenges and work flexibly across multiple customer accounts within a large support team? We are looking for 2nd line engineers to join our new shared service team, focusing on exciting projects for central...


  • Solihull, Solihull, United Kingdom BNP Paribas Personal Finance Full time

    Job Title: Operational Permanent Control AnalystnLocation: Solihull, HybridnHours: Full-time, Permanentn______________________________________________nA bit about us:nAt BNP Paribas Personal Finance, we're part of a global bank and are proud to be a Top Employer UK, providing a great place to work in an open and inclusive environment.nWe're here to provide...

  • Service Desk Analyst

    2 weeks ago


    Solihull, Solihull, United Kingdom Serco Full time

    Service Desk AnalystSolihull OfficePart Time, Permanent - hours per week (mainly evenings)Salary - £,.Hey there! We're on the lookout for a dynamic Service Desk Analyst to join our team at Serco. As a Service Desk Analyst, your role will involve providing first line IT support and Incident Management within My Technology Customer Services, catering to both...


  • Solihull, Solihull, United Kingdom BNP Paribas Personal Finance Full time

    Job Title: Operational Permanent Control Analyst Location: Solihull, Hybrid Hours: Full-time, Permanent ______________________________________________ A bit about us: At BNP Paribas Personal Finance, we're part of a global bank and are proud to be a Top Employer UK, providing a great place to work in an open and inclusive environment. We're here to...


  • Solihull, Solihull, United Kingdom Indotronix Avani UK Full time

    We are looking for an AWS Cloud Engineer /Architect to join our Service Infrastructure team in Solihull (West Midlands).Remote Work and Occasional Visits Twice in a Month to Client place when Required.What you'll be doingReporting to the CISO you'll be involved in:Collaborating with DevOps teams to design and implement secure AWS infrastructure, services,...

  • AWS Security Engineer

    2 weeks ago


    Solihull, Solihull, United Kingdom Indotronix Avani UK Ltd Full time

    Role: AWS Security EngineerLocation: Remote, some office visits in the Month to Solihull,UKRole Type: PermanentSalary: Up To £75KWe are looking for an AWS Cloud Engineer to join our Service Infrastructure team in Solihull, remotely.Our Client is the original, end-to-end business technology provider for estate agencies of all sizes. We've been helping sales...


  • Solihull, Solihull, United Kingdom Fujitsu Full time

    Job Description Second Line SDWAN Support Engineer Are you proactive, determined 2nd Line support engineer with proven hand on skills? Can you adapt to new challenges and work flexibly across multiple customer accounts within a large support team? We have a number of roles within the SDWAN team in both Bracknell and Solihull for 2nd line engineers to join...