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Incident Manager

2 months ago

Bournemouth, United Kingdom Matchtech Full time
What this role is all about:
As an IT Incident Manager, you will be dependable for the management, coordination and communication around all service impacting outages. This involves liaising with a variety of technical teams. You will be structuring and leading investigations to ensure accurate and timely information is disseminated both internally and externally. You will also be collaborating with senior members of the management team during significant customer impacting outages.
Key Actions
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 regards to business impact and technical complexity
Personally manage and own the progression of the most severe 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
Put customers first through being an advocate of the customer and driving Vitality 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
Essential Skills needed to fulfil this role:
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 v3 Foundation qualified