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Critical Incident Manager
3 months ago
Critical Incident & Problem Coordinator
Role Overview
About the Position
This is a remarkable opportunity to showcase your expertise in Critical Incident Management within a demanding and intricate setting. To excel in this position, candidates must exhibit prior experience in overseeing Critical Incidents with both internal and external support teams.
In this capacity, you will be tasked with orchestrating the resolution of all Critical Incidents and aiding the IT Critical Incident / Problem Manager in the evaluation and long-term resolution of challenges. The ideal candidate should possess the capability to engage in difficult discussions with clients, customers, and key stakeholders, facilitate meetings, and drive action plans while being both proactive and reactive in problem management.
- Oversee swift responses to critical incidents and issues, ensuring that suitable measures are taken to investigate and resolve them, minimizing system and service downtime.
- Ability to inspire and guide the response team to deliver prompt action during critical incidents.
- Ensure thorough investigation of all incidents in accordance with service level agreements, maintaining high levels of customer communication for urgent incidents.
- Conduct post-incident review sessions.
- Take ownership of the investigation of resolved critical incidents to identify root causes.
- Provide Critical Incident reports to stakeholders and the organization.
- Utilize problem management methodologies to analyze system failures and propose solutions to mitigate future incidents.
- Document problem records, ensuring that workarounds for recurring issues are added to the knowledge base and communicated to the support team.
- Maintain records of known errors.
- Manage business communications regarding IT changes outside of standard hours.
- When necessary, assist in the functional testing of IT changes outside of standard hours.
- Proactively monitor IT systems and services.
- Support the broader team with IT Operations tasks as needed.
About You
- Ability to influence key stakeholders to achieve minimal disruption to IT infrastructure.
- Exceptional communication and organizational skills.
- Proven experience in Incident and Problem Management.
- Capability to effectively challenge when necessary.
- A self-driven individual who finds fulfillment in delivering outstanding customer service.
- Significant experience in successfully managing critical incidents.
- Ability to perform well under pressure and lead a team to resolve critical incidents.
- Strong analytical and problem-solving skills.
- Proficient understanding of IT Infrastructure (hardware, databases, operating systems, local area networks, etc.).
- Comprehensive knowledge of IT concepts and architectures.
- Demonstrates aptitude for analyzing and managing issues arising from incidents.
- Extensive experience in a complex operational environment is highly desirable.
- Relevant ITIL certifications, with ITIL foundation as a minimum.
- Familiarity with ServiceNow/Jira is highly desirable.
Selfridges has always been much more than a retail establishment. We are a social hub where everyone is welcomed and feels a sense of belonging, a creative space where culture and commerce intersect, and an innovative platform where you can discover the most groundbreaking and sustainable ideas in retail. We are committed to making the world a brighter place, and you can play a vital role in this mission.
Rewards and Benefits
Life at Selfridges is dynamic, exciting, and continuously evolving. Alongside working with some of the most innovative and iconic brands, designers, and creatives, we also provide our team members with opportunities to make a positive impact through our community networks, both within and outside Selfridges. Here are just a few of the rewards and benefits that enhance our team experience:
- Flexible working arrangements to support you, your family, and your well-being, including part-time, flexi-time, job sharing, or hybrid working.
- Generous annual leave that increases with tenure.
- Up to five paid volunteering days for various community initiatives.
- Family leave policies that accommodate various family structures.
- Defined pension contribution scheme.
- Attractive bonus and/or commission structure.
- Exclusive team member discounts, including early access to sales and double discount days.
- Local discounts on a variety of restaurants, bars, and entertainment venues.
- Subsidized gym memberships.
- Annual travel pass and cycle-to-work schemes.
- A sustainable car salary sacrifice scheme.
- Opportunities to engage in internal communities focused on diversity, equity, and inclusion, as well as sustainability initiatives.
- Access to a confidential team member assistance program for personal support.
- A wide range of training programs to facilitate your career development.
Join us in our journey to Reinvent Retail...
Selfridges
