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Incident Management Specialist

2 months ago

London, Greater London, United Kingdom Workingmums Full time
About the Role

We are seeking an experienced Incident Management Specialist to join our Service Operations team at Workingmums. As an Incident Management Specialist, you will play a critical role in coordinating and managing the response to incidents within our organization.

Main Responsibilities
  • Develop and maintain the Technology Incident Management Process and serve as the first point of contact for incidents.
  • Ensure end-to-end incident resolution using incident management processes.
  • Coordinate and manage the incident response team.
  • Collaborate with the Operations Manager in the event of a major incident.
  • Execute accurate and clear Major Incident notifications.
  • Ensure that IT Service Management software tools are fit for purpose and subject to ongoing refinement and improvement.
  • Maintain awareness of current threats and vulnerabilities.
  • Facilitate incident debriefs, PIRs, and root cause analysis.
  • Contribute to Global Service Desk strategy and implementation.
  • Drive reduction in downtime and service issues.
  • Explore opportunities for continual service improvement.
  • Support the Problem and Incident Manager with all areas of responsibility, including CAB, incident management, and change management.
Requirements
  • Experience in incident management or similar service-focused roles.
  • Excellent communication skills, both verbal and written.
  • Prior experience with multi-region/multi-time zone organizations.
  • Matrix management of multiple in-house and supplier teams relating to incidents, problems, and changes.
  • A continual improvement mindset and high levels of customer focus.
  • Experience working with internal and external partners to drive service excellence.
  • Ability to work in a maturing team environment.
  • Able to identify risks and challenges and mitigate appropriately.
  • Stakeholder management and business engagement.
  • Adaptable to change in an evolving environment.
  • ITIL qualified.
  • Technology background supporting enterprise-level business an advantage.