IT Incident Manager

7 days ago


Southampton, Southampton, United Kingdom L&G Recruitment Full time
Job Overview

As a key member of our team at L&G Recruitment, we are seeking an experienced IT Incident Manager to join our organization. The successful candidate will be responsible for ensuring the timely and effective resolution of Major, P1, and P2 Incidents.

Key Responsibilities
  • Incident Management: Chair bridge calls for Major, P1, and P2 Incidents and ensure service restoration within agreed targets.
  • Service Provider Management: Manage the resolution of Major, P1, and P2 Incidents by coordinating activities of all internal and external Service Providers in line with process requirements and commercial commitments.
  • Root Cause Analysis: Reduce the number of service-disrupting Incidents using effective Root Cause Analysis leading to the implementation of agreed workarounds and/or preventative permanent solutions.
  • Quality Assurance: Drive Service Provider (internal and external) compliance with Incident and Problem ticket quality, update, and management requirements.
  • Process Improvement: Ensure production of quality process artefacts (Major Incident Reviews, Root Cause Analysis, etc).
  • Partner Engagement: Accountable for peer-to-peer contact for partner/supplier MIM engagement.
Requirements
  • Experience: Experienced in chairing Major Incident/RCA calls, coordinating workstreams with global teams/vendors.
  • Knowledge: Excellent knowledge/experience of IT Incident and Problem Management.
  • Certifications: Expert in the use of Service Management processes and best practice such as ITIL; qualified to ITIL Foundation level (minimum).
  • Supplier Management: Supplier management experience gained in an outsource or SIAM partnership.
  • Technical Skills: Experienced in the use of ServiceNow.

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