Technology Incident Response Manager

4 weeks ago

Bootle, Sefton, United Kingdom Health and Safety Executive Full time

Position Overview

Applicants must have 3 years of continuous residency in the UK and Home Office approval for indefinite leave to remain within the UK.

At the Health and Safety Executive, our mission is to safeguard lives and promote health in the workplace. Our dedicated team plays a vital role in shaping a culture of safety across various industries. We leverage advanced scientific research to enhance our understanding of safe working practices, ensuring that we guide organizations in maintaining a secure environment. In the event of incidents, we conduct thorough investigations to hold accountable those responsible and ensure that lessons are learned to prevent future occurrences. As a modern, independent regulator, we take pride in making Great Britain one of the safest places to work globally.

Our commitment to technology, data, and digital services is fundamental to our operations. The Information, Technology and Facilities Division is tasked with ensuring that all personnel have access to critical data and information, enabling informed decision-making. We continuously strive to enhance the technologies and services that support our organization, ensuring that our inspectors can operate effectively across various industrial sites.

We foster a culture of learning, encouraging all team members to pursue training and development opportunities that keep them engaged and informed about new advancements in the field. Our collaborative environment values each individual's contributions and ideas, promoting growth and innovation through exploration and experimentation.

Role Responsibilities

As the IT Incident Manager at HSE, your primary responsibility will be to restore normal service operations promptly, minimizing any negative impact on business functions. You will ensure that service quality and availability are upheld to the highest standards, meeting user and customer satisfaction.

Your role will involve working closely with cross-functional teams to identify and address the root causes of incidents, implementing preventive measures, and serving as a communication bridge between technical teams, management, and stakeholders regarding incident status and resolution timelines. You will also collaborate with HSE Resolver Teams to engage third-party vendors and service providers to resolve incidents within agreed service level agreements (SLAs).

Key Duties

  • Manage and support the resolution of IT incidents effectively, ensuring minimal disruption to business operations.
  • Conduct Quality Assurance Checks, providing constructive feedback to HSE Resolver Teams and third-party vendors as necessary.
  • Regularly assess and enhance HSE's Incident Management processes for improved efficiency.
  • Prepare and distribute regular reports and dashboards for management to evaluate performance and identify improvement areas.
  • Assist the Major Incident Manager in conducting post-incident reviews to analyze response effectiveness, document lessons learned, and implement future improvements.

Qualifications and Skills

Essential:

  • Experience with service management tools for logging and managing incidents.
  • Understanding of incident management processes and best practices.
  • Strong communication and interpersonal skills for effective collaboration with diverse teams.
  • Ability to analyze complex issues and devise effective solutions.

Desirable:

  • Previous experience as an IT Incident Manager.
  • ITIL v3 or v4 Foundation certification.
  • Familiarity with ServiceNow.
  • Knowledge of Lean, Agile, and DevOps principles in a product-centric delivery model.

At HSE, we offer a hybrid working model that combines remote work with office attendance, allowing for flexibility in your work environment. This arrangement is voluntary and will be discussed prior to your start date. We encourage candidates to consider the feasibility of commuting to the office when applying.

Benefits

In addition to a competitive salary, HSE contributes significantly to your membership in the Civil Service Defined Benefit Pension scheme. We provide tailored learning and development opportunities, flexible working options, and a culture that promotes inclusion and diversity.

We are committed to investing in our workforce, offering:

  • Competitive pay rates.
  • Access to the Civil Service Pension Scheme with substantial employer contributions.
  • Family-friendly policies and working hours to support work-life balance.
  • Carer-friendly policies fostering a supportive work culture.
  • 25 days of annual leave, increasing to 30 days after five years of service, plus bank holidays and additional leave.
  • Parental leave benefits.
  • Access to various employee benefits, including the Cycle to Work Scheme and E-Gift Cards.

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