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IT Service Incident Coordinator
3 months ago
Position Overview
Department - IT Service Management
Work Arrangement - Hybrid model with a requirement of 2 days per week in the office. 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 outages. This role requires collaboration with various technical teams. You will lead investigations to ensure timely and accurate information is shared both internally and externally. Additionally, you will work closely with senior management during significant service disruptions.
Primary Duties
- Track the progress of incidents, intervening proactively to ensure timely resolution
- Assess the severity of outages based on business impact and technical complexity
- Manage and oversee the most critical incidents until resolution
- Communicate outage status and updates to relevant stakeholders
- Facilitate investigations and drive incidents towards resolution
- Prioritize customer needs by advocating for 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 reduce ticket volume and enhance stability
- Oversee governance of Incident and Problem Management processes
Essential Qualifications:
- Proven experience in effective Incident Management delivery
- Familiarity 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 knack for multitasking, especially during critical outages
- ITIL v3 Foundation certification
Benefits of Working with Us:
- Performance-based bonus schemes
- Pension contributions up to 12% - we match your contributions up to 6% of your salary
- Award-winning health insurance with a variety of rewards and benefits
- Life Assurance coverage of four times your annual salary
These are just a few of the numerous benefits we provide. For a comprehensive overview of our offerings, please visit our careers page. Outstanding Benefits. Exciting Rewards. Promising Career Paths.
Our Commitment to You:
- Support you in achieving your health goals.
- Create an inclusive environment that allows you to thrive.
- Offer flexibility in your work arrangements.
- Facilitate your career advancement by leveraging your strengths.
- Encourage your input to help shape our business.
- Provide a safe space for experimentation and learning.
- Maintain a balance of challenges and support.
- Recognize and reward your contributions with a competitive salary and exceptional benefits.
- Be there for you in times of need.
- Offer opportunities to contribute positively to society.
We are dedicated to fostering a sense of belonging and supporting your well-being.
About Our Organization
Vitality is a distinguished UK insurance brand committed to promoting health and happiness. We have been driven by purpose and values since our inception, aiming to enhance lives and encourage healthier living. Our innovative shared-value insurance model incentivizes individuals to adopt healthier lifestyles, benefiting them, our business, and society as a whole. Our success stems from attracting, developing, and retaining top talent, as well as our genuine care for our people.
Join our community of over 1.7 million members who enjoy access to our unique health insurance and wellness programs.
Diversity and Inclusion
We prioritize diversity and inclusion, recognizing its benefits for our employees, our business, and society. For more information, please visit our careers page.
Our Commitment to Sustainability
Vitality is dedicated to driving positive change. We reward individuals for making and maintaining healthier choices, understanding that a healthy population requires a healthy environment. To learn more, please visit our careers page.
