Incident Manager

2 weeks ago

Nottingham, United Kingdom Calyx Full time

**About Calyx**
Here at Calyx, our mission is to shape the future of clinical research. Backed by decades of diverse global experience and the brightest minds in the industry, with our industry leading technology solutions, we support the Clinical Research industry bring new,advanced medical treatments to market, faster.
At Calyx, we are one team. We learn, grow, and win together. Wherever you are in the world, by working for Calyx you will be supported by a team whose values and goals match your own and who are passionate about helping others.
Are you ready. To help us.**Change the World.**

**Job Purpose**

We are currently recruiting for an Incident Manager to join our growing Service Operations team within our state-of-the-art Nottingham City Centre offices. As Incident Manager, you will primarily be responsible for managing major incidents as well as lowerpriority incidents and escalations.

You will ensure that system and service downtime is minimised by monitoring systems and alerts, assessing situations, making interventions plus directing and facilitating resolutions both internally & externally with clients.

This is a hybrid working position with a split of remote working and office presence where needed. On average we expect this to be 2-3 days per week, however this can flex up or down depending on the needs of the business.

There are two core shift patterns in the role:

- 8:00am - 4:30pm - standard shift
- 3:30pm - 00:00 - one in six weeks

**Responsibilities**:

- Ensure that Incident Management is efficient, responsive and technically sound.
- Monitor incidents and problems raised via the support desk software; assess for service level agreement adherence and intervene with appropriate action.
- Personally manage major and significant incidents and act as an escalation point to ensure timely resolution of incidents within expectations and SLAs. If necessary, provide request fulfillment and/or allocate incidents to other members of Technical RunServices via a structured escalation path.
- Ensure fully traceable end-to-end service delivery through Technical Run Services.
- Participate in 24x7 coverage schedule providing timely, reliable and high-quality response to complex customer incidents or escalations
- Produce reports on performance on demand through pre-defined requirements and dashboards.
- Champion delivery quality and ITIL V3 process within the team, partake in driving internal change initiatives via Continual Service Improvement methodologies.
- Consistent appetite for improvements and innovation; continually assess support processes and recommend action plan accordingly to ensure processes are fully aligned with business requirements from a functional and performance perspective.
- Evaluate and improve processes in conjunction with wider Calyx business objectives.
- Be able to recognize potential risk in incidents logged in the support desk software or from system alerts and manage risk appropriately using different methods and techniques. Take actions to minimize adverse impact on Calyx business operations
- When required, manage the rapid response to major incidents and problems including initiating bridge calls and drafting communication.
- Support the wider Technical Run Services Operations and/or 3rd party vendors as required. Be the interface between Calyx and the end users reporting of current status, progress and next steps.
- Maintain accurate records of activity taken throughout the lifecycle of a Major Incident including post incident reviews, defining and following up on improvement recommendations, regular performance tracking and reporting.

**Essential Skills and Experience**:

- 3+ years’ experience within Incident Management and/or Service Delivery
- Previous experience in a helpdesk / IT support role
- An understanding of ITIL v3 Foundation - qualification would be helpful but not essential
- Good understanding and awareness of IT terminology
- Excellent interpersonal, verbal and written communication skills; strong ability to manage colleague and customer expectations through effective communication
- Strong organizational skills
- Hands on operational approach; generate confidence with colleagues and clients by providing effective management, direction and ideas
- Highly developed negotiating, presentation and communication skills. Able to effectively influence and lead actions across the wider Calyx organization during periods of high intensity
- Resilient, focused and performance driven in a dynamic and fast paced environment
- Quality orientated in all aspects of delivery
- Calm, customer focused approach to work
- Flexible attitude with respect to work assignments and new learning
- Ability to manage multiple and varied tasks with enthusiasm and prioritise Service Desk workload with attention to detail

**Education**:

- An IT related degree preferable but not essential

**Benefits**:

- In return we will be able to offer you a structured career pathway and development within the role. Your hard work will be rewarded with a competitive salary and benefits package including 25 days holiday per year, pension scheme, life assurance, long termdisability insurance, a health cash plan, and other leading-edge benefits that you would expect.

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