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Incident Manager
4 months ago
Job summary
Keeping people safe and healthy matters and that�s what we do at the Health and Safety Executive. Every day, everyone on the team contributes to protecting lives and we apply our expertise to help influence change in mindsets about health and safety throughout industry. We undertake world-class science to build our knowledge about safe working practices, and then apply that understanding to the workplace, guiding every part of the economy to function safely. And when accidents happen, we investigate and hold those at fault to account whilst ensuring that lessons are learnt across industries. We are a modern, independent, data driven Regulator and we are proud to have made Great Britain one of the safest places to work in the world.
Technology, data, and digital services underpins everything that HSE does. We are a knowledge organisation, with a wealth of experience in keeping people safe. It is the responsibility of the Information, Technology and Facilities Division to ensure that everyone in the organisation can access our data and information, to share it and to use it to make effective decisions. We strive to constantly improve the technologies and services supporting the organisation. Our services keep inspectors functioning effectively and efficiently on industrial sites nationwide, from oil platforms in the North Sea to our deepest mines and quarries. Our service management services are very highly regarded within the organisation and pride themselves on excellent customer service.
We are a learning team, and everyone is encouraged to undertake training, development and courses that will keep them and the team current and excited by new opportunities. The team works well because everyone�s contributions and ideas are listened to and valued, and we can only grow and improve, if there is an enthusiasm to explore our disciplines and try new ways of working.
Job description
As HSE�s IT Incident Manager your role will be to restore normal service operation as quickly as possible and minimise any adverse effects on business operations, ensuring that the best possible levels of service, quality, and availability are returned and maintained. You will maintain the highest standards of user and customer focus, ensuring that services are restored to user/customer satisfaction.�
You will collaborate with cross functional teams to identify and address root causes for incidents, implementing preventative measures and act as a liaison between technical teams, management, and stakeholders to communicate incident status and resolution times as required. You will also work alongside HSE Resolver Teams to ensure third party vendors and services providers are engaged to resolve incidents within the agreed SLA's as appropriate.�
Key Responsibilities�
Effectively manage and support the resolution of IT incidents, ensuring minimal impact on business operations.Undertake Quality Assurance Checks, providing feedback to HSE Resolver Teams and Third-Party Vendors as appropriate.Regularly evaluate HSE�s Incident Management processes and implement improvements and efficiencies.Generate regular (Daily/Weekly/Monthly) ServiceNow reports and Dashboards for management as required, to assess performance and identify areas of improvement.Support HSE�s Major Incident Manager (MIM) participating in post-incident reviews to analyse the effectiveness of responses, document lessons learned, and implement improvements for future incident management.Person specification
Essential Skills;�
Experience using service management toolsets to log and manage incidents.�Knowledge of incident management processes and best practices.�Excellent communication and interpersonal skills to collaborate with and coordinate with diverse teams.�Ability to analyse complex issues and implement effective solutions.�Desirable �
Experience as an IT Incident Manager.�At HSE, we are proud to be able to offer our people the opportunity to work in a hybrid way which combines working from home and the office. This is a voluntary, non-contractual arrangement and your allocated office will be your contractual place of work. There will be a requirement to travel to the office for various activities , collaborative working, supporting and training colleagues. If hybrid working is suitable for you and your role, the arrangements will be determined primarily by business need, but personal circumstances and other relevant circumstances will also be taken into account. Therefore, we would encourage candidates to consider if the commute from home to the office is a feasible distance to travel before making an application. Please note that if you are successful, hybrid working will be discussed prior to taking up the post.
Qualifications
ITIL v3 or v4 Foundation certification or willingness to work towards this.Behaviours
We'll assess you against these behaviours during the selection process:
Communicating and InfluencingWorking TogetherManaging a Quality ServiceDelivering at PaceWe only ask for evidence of these behaviours on your application form:
Communicating and InfluencingBenefits
Alongside your salary of �34,509, Health and Safety Executive contributes �9,317 towards you being a member of the Civil Service Defined Benefit Pension scheme. Learning and development tailored to your roleAn environment with flexible working optionsA culture encouraging inclusion and diversityWe invest in our people with;
Competitive rates of payAccess to the highly competitive Civil Service Pension Scheme to which HSE contribute far more than in the private sector.Family friendly policies and working hours to help balance your home life and careerCarer friendly policies to help create a supportive working culture25 days annual holiday increasing to 30 days after 5 years' service, plus bank holidays and 1-day Civil Service privilege leaveParental leave benefitsAs a member of HSE you will gain access to a wide range of fantastic benefits that you can take advantage of such as the Cycle to Work Scheme, E-Gift Cards and Vouchers via our partner EdenRed.