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IT Service Incident Coordinator
3 months ago
Position Overview
Department - IT Service Management
Work Arrangement - Hybrid model with flexibility in work location. Full-time commitment of 35 hours per week.
Key Competencies Required:
- Exceptional verbal communication skills
- Demonstrated proficiency in Incident Management
- Strong multitasking abilities
Role Responsibilities:
As an IT Incident Manager, you will be responsible for overseeing, coordinating, and communicating all service-related disruptions. This includes engaging with various technical teams to ensure effective incident resolution. You will lead investigations to guarantee timely and accurate information is shared both internally and externally. Collaboration with senior management will be essential during critical outages affecting customers.
Main Duties Include:
- Track incident progress, intervening proactively to ensure timely closure
- Assess outage severity concerning business impact and technical challenges
- Manage and oversee the resolution of high-severity incidents
- Communicate outage status and updates to stakeholders as necessary
- Coordinate investigations and drive incidents towards resolution
- Prioritize customer advocacy to enhance service quality
- Conduct incident trend analysis to identify potential issues
- Collaborate with support teams to ensure compliance with service level agreements
- Engage in both reactive and proactive Problem Management to reduce ticket volume and enhance system stability
- Oversee governance of Incident and Problem Management processes
Essential Qualifications:
- Proven track record in effective Incident Management delivery
- Experience with application or infrastructure services
- Strong written and verbal communication skills, capable of conveying complex technical issues to diverse audiences
- Excellent collaboration skills with a focus on building a robust network
- Ability to quickly adapt to new technologies and procedures
- Strong organizational skills with the capacity to manage multiple tasks, especially during significant outages
- ITIL v3 Foundation certification is preferred
Benefits Offered:
- Performance-based bonus schemes
- Pension contributions up to 12%, matching employee contributions up to 6%
- Award-winning health insurance with a variety of rewards
- Life Assurance coverage at four times the annual salary
These are just a few of the many benefits available. For a comprehensive overview of our offerings, please refer to our careers page. Exceptional Benefits. Rewarding Opportunities. Career Growth.
Our Commitment to You:
If you become part of our organization, we promise to:
- Support your journey towards optimal health.
- Create an inclusive environment that values your individuality.
- Provide flexibility in your work arrangements.
- Facilitate your career advancement by leveraging your strengths.
- Empower you to contribute to our growth and success.
- Encourage a culture of learning through experimentation.
- Balance challenges with support to foster your development.
- Recognize your contributions with competitive compensation and outstanding benefits.
- Be a reliable support system when you need assistance.
- Offer opportunities to positively impact society.
We are dedicated to ensuring you feel valued and supported in your professional journey.
About Vitality
Vitality is a leading UK insurance brand committed to promoting health and well-being. Our purpose-driven approach has been integral to our success, as we strive to enhance the lives of our members through innovative health insurance solutions. We are proud to foster a culture that attracts and retains top talent while making a positive impact on society.
Diversity & Inclusion
We prioritize diversity and inclusion as essential components of our workplace culture. To learn more about our initiatives, please visit our careers page.
Sustainability Commitment
Vitality is dedicated to driving positive environmental change by rewarding healthier lifestyle choices. For more information on our sustainability efforts, please visit our careers page.
