Incident Management Specialist
2 weeks ago
Position: Incident Management Analyst - Insurance - Hybrid
Location: Hybrid (2-3 days in the office per week)
Type: Permanent
Salary: Up to £60,000 + benefits + bonus
A great opportunity has arisen for an Incident Management Analyst to join a well-respected global Life Insurer and take responsibility for coordinating and managing the response to incidents within the organization.
You will join the existing Service Operations team and ensure the incidents are managed efficiently. This role is a hybrid role requiring knowledge of change and problem management, assisting where necessary to drive operational and service excellence with sound experience of being able to execute service-owned processes.
Main Duties:
- Assist in the development of the Technology Incident Management Process and act as the first point of call for incidents.
- Accountable for end-to-end incident resolution using the incident management processes.
- Coordinate and manage the incident response team.
- Work closely with the Operations Manager in the event of a major incident.
- Execute accurate and clear Major Incident notifications.
- Ensure that IT Service Management software tools are fit for purpose and subject to ongoing refinement and improvement.
- Maintain awareness of current threats and vulnerabilities.
- Facilitate incident debriefs, PIRs, and root cause analysis.
- Contribute to Global Service desk strategy and implementation.
- Actively drive reduction in downtime and service issues.
- Explore opportunities to provide continual service improvement.
- Support the Problem and Incident manager with all areas of responsibility including CAB, incident management, and change management.
Qualifications & Expertise:
- Experience in incident management or similar service-focused roles.
- Excellent communication skills whether verbal or written.
- Prior experience with multi-region/multi-time zone organizations.
- Matrix management of multiple in-house and supplier teams relating to Incidents, Problems, and Changes.
- A continual improvement mindset and high levels of customer focus.
- Experience of working with internal and external partners to drive service excellence.
- Ability to work in a maturing team environment.
- Able to identify risks and challenges and to mitigate appropriately.
- Stakeholder management and business engagement.
- Adaptable to change in an evolving environment.
- ITIL qualified.
- Technology background supporting enterprise-level business an advantage.
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