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IT Service Incident Coordinator

3 months ago

London, Greater London, United Kingdom Vitality Full time

Position Overview
Department - IT Service Management
Work Arrangement - Hybrid model with partial office presence. Full-time commitment of 35 hours weekly.
Flexible working options available

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-affecting incidents. This role requires collaboration with various technical teams to ensure effective management of outages. You will lead investigations to guarantee timely and accurate information dissemination both internally and externally. Additionally, you will work closely with senior management during critical outages that impact customers.
Main Duties Include:

  • Track incident progress, intervening proactively to ensure timely resolution
  • Evaluate the severity of outages based on business impact and technical complexity
  • Take ownership of the most critical incidents until resolution
  • Communicate outage status and escalate issues as necessary
  • Facilitate investigations and drive incidents towards resolution
  • Prioritize customer needs by advocating for high-quality service
  • 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 minimize 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, with the ability to convey complex technical issues to diverse audiences
  • Excellent collaboration skills and a desire to build a robust professional network
  • Ability to quickly learn new technologies and processes
  • Strong organizational skills with a talent for multitasking, especially during critical incidents
  • ITIL v3 Foundation certification

Benefits Offered:

  • Performance-based bonus schemes
  • Pension contributions up to 12% - matching contributions up to 6% of salary
  • Award-winning health insurance with unique rewards and benefits
  • Life Assurance coverage of four times annual salary

These are just a few of the numerous benefits available. For a comprehensive overview of our offerings, please visit our careers page. Exceptional Benefits. Rewarding Opportunities. Career Growth.
At Vitality, we promise to:

  • Support your journey to optimal health.
  • Create an inclusive environment that allows you to thrive.
  • Provide flexibility in your work arrangements.
  • Facilitate career advancement by leveraging your strengths.
  • Empower you to contribute to our growth and success.
  • Encourage innovation and learning through experimentation.
  • Maintain a balance of challenges and support.
  • Recognize and reward your contributions with competitive compensation and outstanding benefits.
  • Be there for you in times of need.
  • Offer opportunities to positively impact society.

We are committed to these principles to ensure you feel valued and supported in your role.

About Vitality
Vitality is a leading UK insurance brand dedicated to promoting health and well-being. Our mission is to enhance lives and encourage healthier living through innovative insurance solutions. We pioneered the concept of shared-value insurance, rewarding individuals for making healthier choices. Our success is driven by attracting and nurturing top talent who share our values and commitment to making a difference.
Join our community of over 1.7 million members and experience our unique health insurance and wellness programs.

Diversity & Inclusion Commitment
We prioritize diversity and inclusion as essential components of our workplace culture. To learn more, please visit our careers page.
Sustainability Initiatives
Vitality is dedicated to fostering positive change, encouraging healthier lifestyles while promoting environmental sustainability. For more information, please visit our careers page.