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IT Incident Manager

3 months ago

Durham, Durham, United Kingdom CEF - City Electrical Factors - IT Full time

About CEF:
At CEF we have a strong ambition for growth, aiming to provide exceptional service to our customers while offering great career opportunities to our employees. Our IT department is dedicated to evolving our technology architecture to seize growth opportunities and enhance customer service. We empower our technology team to drive transformative projects, expand digital capabilities, and future-proof our systems to stay ahead in the market.

Life as an IT Incident Manager at CEF:
As an IT Incident Manager at City IT, you'll be the go-to person when things go awry, ensuring issues are resolved promptly. You'll assess the impact of outages, communicate effectively, and strategize to prevent recurring problems. Coaching and mentorship will be key as you guide others in handling incidents effectively. Collaborating with the Head of Service Operations, you'll work on process enhancements and problem resolution initiatives.

Your Objectives:
- Monitor incident progression and intervene proactively
- Evaluate outage severity and impact
- Collaborate effectively with the IT Security team
- Recognize Cyber Security implications in incidents
- Communicate outage status to stakeholders
- Drive process enhancements and education initiatives
- Conduct Post Incident Review sessions
- Perform incident trend analysis
- Develop strong cyber risk awareness
- Coach and mentor teams on Incident and Problem Management best practices

Key Skills and Experience:
- Customer-centric Incident Management approach
- Managing major IT incidents effectively
- Experience in cloud and on-premise services
- Strong communication skills across diverse audiences
- Familiarity with incident response in cloud and on-premise environments
- Excellent collaboration in cross-functional teams

Interview Process:
- Screening Call with Talent Acquisition (30 mins)
- Microsoft Teams call with Head of Service Operations (30 mins)
- Microsoft Teams call with Head of Service Operations and Head of Information Security (60 mins)

Package:
- Competitive salary
- Annual IT Bonus scheme
- Remote work with an exceptional IT Headquarters in Durham
- Pension: 3% employee / 3% employer (Total 6%)
- Champion Health program for holistic wellbeing
- Free access to private gym at IT Headquarters
- Hybrid role with occasional travel to Durham office for team collaboration