Incident Manager

2 weeks ago

Bootle, United Kingdom Service Care Solutions - Criminal Justice Full time

Service Care Solutions are looking for an Incident Manager to work within a government department (HSE) on a 3-month hybrid-based contract (1 day per week in office minimum).

**Location**: Liverpool (Hybrid)

**Job Role/Purpose**:

- Deputise for Major Incident Manager.
- Support the design, implementation and management of Major Incident Management and Incident Management processes.
- Engage with senior stakeholders and the wider organisation, to communicate the nature and progress of an incident.
- Declare an Incident and liaise with senior stakeholders over the implementation of Business Continuity Plans.
- Engage with appropriate Other Government Departments and Agencies including the National Cyber Security Centre (NCSC) on Incidents.
- Coordinate the technical teams in the identification of root causes, ensuring a structured engineering approach is taken to systematically identify the root causes and their impacts
- Coordinate 3rd party suppliers in identifying root causes and remedial actions.
- Establish an Incident Management team, meeting regularly and making decisions to progress with root cause analysis and remedial action.
- Identify whether Disaster Recovery and IT Service Continuity Management protocols require to be invoked.
- Develop recommendations for the resolution for an Incident and managing the Emergency Change Process for the implementation of any remedial change
- Lead the post incident review process, documenting the PIR, maintaining an action log, and developing any knowledge articles deemed appropriate.
- Develop any problem records that require resolution because of the Incident.

**Work Experience**:

- Service Management foundation qualification.
- Experience of leading and managing Major Incident and Incidents.
- Good oral and written communications.
- Good knowledge of Microsoft Office.

**Core Competencies**:

- Find ways to improve systems and structures to deliver with more streamlined resources.
- Regularly review procedures or systems with teams to identify improvements and simplify processes and decision making.
- Ensure all government and public data and information is treated with care in accordance with security procedures and protocols.
- Continually communicate with staff, helping to clarify goals and activities and the links between these and Departmental Strategy.
- Take responsibility for delivering expected outcomes on time and to standard yet allowing the teams space and authority to deliver objectives.
- Regularly monitor own and team's work against milestones or targets and act promptly to keep work on track and maintain performance.

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