Estate Incident Management Specialist

2 days ago

Leighton Buzzard, Central Bedfordshire, United Kingdom Connells Group Full time
About the Role

We are seeking an experienced Estate Incident Management Specialist to join our IT Service Operations Team in Leighton Buzzard. The successful candidate will play a pivotal role in developing and governing effective Major Incident management processes, ensuring stable and robust services to the business.

Key Responsibilities
  • Develop, lead, champion, and govern effective Major Incident management processes.
  • Provide leadership and direction during Disaster Recovery, Business Continuity, P1 & P2 incidents.
  • Accountable for triage and prioritisation of Incidents.
  • Drive results and coach partners to achieve SLA/KPI performance through cross-functional team collaboration.
  • Coordinate/facilitate communication and escalation processes during all Disaster Recovery, Business Continuity, P1 and P2 incidents.
  • Proactively monitor incident resolution, analyse, and highlight trends and root causes to the MIM lead, Service Assurance teams, and/or relevant support teams.
  • Ensure colleagues and partners produce clearly written Post-Incident reporting within agreed SLAs, assist with Problem Management initiated review sessions when possible.
  • Compile and publish daily operational incident reports detailing all P1 and P2 incidents.
  • Serve as SPOC (Single Point Of Contact) for Business and Customer escalations related to high-profile events.
  • Champion quality standards and Service Assurance processes, ensuring compliance across all operational teams.
  • Schedule and chair Post-Incident Reviews and publish Major Incident reports.
  • Govern and publish Major Incident KPIs and metrics.
About You

We are looking for a skilled individual with:

  • A strong understanding of ITIL principles and best practices.
  • Minimum 3 years' experience in an ITIL process role, 2 years associated with Major Incident Management.
  • Experience developing best practice processes, policies, and procedures for functional areas.
  • Experience producing Executive-level summaries and reports to a high standard.
  • Experience working effectively in fast-paced, dynamic environments.
  • Demonstrable experience in working independently and prioritising tasks to meet deadlines.
About Connells Group

Connells Group is one of the largest and most successful estate agency and property services providers in the UK, encompassing Countrywide since March 2021. With over 1,250 branches nationwide, the Group combines residential sales and lettings expertise with a range of consumer and corporate services including new homes, mortgage services, conveyancing, EPC provision, surveying, corporate lettings, asset management, land and planning, LPA receivers, and auctions.

We are an equal opportunities employer and welcome applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, transgender status, religion or belief, marital status, or pregnancy and maternity.

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