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Service Operations Incident Supervisor

3 months ago

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

Job Overview

Due to the nature of security checks undertaken, applicants must have 3 years continuous residency in the UK up to the date of the application and, Home Office approval for indefinite leave to remain within the UK.

At the Health and Safety Executive, we prioritize the safety and well-being of individuals. Our team is dedicated to safeguarding lives, utilizing our expertise to foster a culture of health and safety across various industries. We engage in cutting-edge research to enhance our understanding of safe work practices, applying this knowledge to ensure that all sectors operate securely. In the event of incidents, we conduct thorough investigations, holding accountable those responsible while ensuring that lessons are learned across the board. As a forward-thinking, independent regulator, we take pride in contributing to making Great Britain one of the safest places to work globally.

Our operations are fundamentally supported by technology, data, and digital services. As a knowledge-driven organization, we possess extensive experience in ensuring safety. The Information, Technology and Facilities Division is tasked with providing access to vital data and information, enabling effective decision-making throughout the organization. We are committed to continuously enhancing the technologies and services that support our operations, ensuring that our inspectors can perform their duties efficiently across various industrial sites.

We are a team that values learning, encouraging all members to pursue training and development opportunities that keep them engaged and informed about new advancements. Our collaborative environment fosters the sharing of ideas and contributions, allowing us to grow and innovate in our practices.

Role Description

As the IT Incident Manager at HSE, your primary responsibility will be to restore standard service operations promptly, minimizing any negative impact on business functions. You will strive to maintain the highest standards of user and customer satisfaction, ensuring that services are reinstated effectively.

Your role will involve collaborating with cross-functional teams to identify and resolve the root causes of incidents, implementing preventive measures, and serving as a liaison between technical teams, management, and stakeholders to communicate incident statuses and resolution timelines as necessary. Additionally, you will work closely with HSE Resolver Teams to ensure that third-party vendors and service providers are engaged to resolve incidents within the agreed service level agreements.

Key Responsibilities

  • 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 needed.
  • Regularly assess HSE’s Incident Management processes, implementing enhancements and efficiencies.
  • Generate routine reports and dashboards for management to evaluate performance and identify improvement opportunities.
  • Assist HSE’s Major Incident Manager in post-incident reviews to analyze response effectiveness, document lessons learned, and drive improvements for future incident management.

Candidate Profile

Essential Skills and Criteria:

  • 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 implement effective solutions.

Desirable Skills:

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

At HSE, we offer a hybrid working model that combines remote work with office attendance. This arrangement is voluntary and non-contractual, with your designated office serving as your contractual workplace. You may be required to travel to the office for various activities, collaborative efforts, and training sessions. If hybrid working is suitable for your role, arrangements will be primarily determined by business needs, while personal circumstances will also be considered. We encourage candidates to assess the feasibility of commuting before applying.

Qualifications

ITIL v3 or v4 Foundation certification or a willingness to pursue this qualification.

Behaviors

We will evaluate candidates against the following behaviors during the selection process:

  • Communicating and Influencing
  • Working Together
  • Managing a Quality Service
  • Delivering at Pace

Benefits

In addition to a competitive salary, HSE contributes significantly towards your membership in the Civil Service Defined Benefit Pension scheme. We provide:

  • Learning and development tailored to your role
  • A flexible working environment
  • A culture that promotes inclusion and diversity

We invest in our employees with:

  • Competitive pay rates
  • Access to the highly competitive Civil Service Pension Scheme with substantial employer contributions
  • Family-friendly policies and working hours to support work-life balance
  • Carer-friendly policies to foster a supportive workplace culture
  • 25 days of annual leave, increasing to 30 days after five years of service, plus bank holidays and one day of Civil Service privilege leave
  • Parental leave benefits
  • Access to a variety of benefits, including the Cycle to Work Scheme and E-Gift Cards through our partner EdenRed.