IT Incident Manager

3 weeks ago

Greater Manchester, United Kingdom Reed Full time

**An Incident Manager is required for our client based in Manchester. This is a hybrid position, 1 day per week on site. Current security clearance is beneficial or willing to undertake a background check.**

**Main duties;**
- Coordinates the activities and communication leading to the resolution of incidents with Managed Service Providers, third party suppliers and internal staff as appropriate.
- Develops documents and publishes Incident Management standards, including the Major Incident procedure, ensuring that these documents are updated as and when appropriate.
- Acts with confidence and competence to ensure that the integrity of the IS Branch is not compromised throughout the management of any service incident.
- Reviews all incident and major incident tickets to ensure acceptable content and categorisation. Works with the Service Desk to define scripts to capture incident detail at point of logging.
- Leads and analyses incidents and major incidents to assess trends and invoke problem management, to meet business requirements and in accordance to service level. Drawing on and Managing internal and external resources to expedite resolution.
- Manages hierarchical and functional escalations of all incidents to Managed Service Providers, third parties and IS Branch staff as appropriate. Ensures key escalation checkpoints are achieved.
- Develops and maintains Incident Management systems, including the evaluation and selection of appropriate Service Desk tools.
- Monitor and manage all incident queues and associated resolver activities to ensure closure of incidents and major incidents.
- Responsible for providing management information relating to the Incident Management performance against KPIs on a frequency determined by Service Level Management and Senior Management.

**Experience required;**
- Substantial experience within a large organisation successfully managing IT related incidents and major incidents.
- Experience of leading teams to resolve incidents.
- Experience of incident resolution through the use of third party suppliers.
- Proven track record of root cause analysis and resolving incidents and major incidents, bringing together internal/external IT resources.
- Proven track record of continual service improvement within incident management environment.
- Wider experience of at least two of the following skillsets:

- Client and server operating systems
- Network topology
- Voice data networks
- Service Orientated Architecture
- N-Tiered browser based architecture

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