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IT Incident Manager

2 months ago

Southampton, Southampton, United Kingdom L&G Recruitment Full time
Job Summary

We are seeking a highly skilled IT Incident Manager to join our team at L&G Recruitment. As an IT Incident Manager, you will be responsible for ensuring the prompt and effective resolution of IT incidents, minimizing their impact on our business operations.

Key Responsibilities
  • Incident Management: Chair bridge calls for major, P1, and P2 incidents and ensure service restoration within agreed targets.
  • Service Provider Management: Manage the resolution of major, P1, and P2 incidents by coordinating activities of all internal and external service providers in line with process requirements and commercial commitments.
  • Root Cause Analysis: Reduce the number of service-disrupting incidents using effective root cause analysis leading to the implementation of agreed workarounds and/or preventative permanent solutions.
  • Quality Management: Drive service provider (internal and external) compliance with incident and problem ticket quality, update, and management requirements.
  • Process Improvement: Ensure the production of quality process artefacts (major incident reviews, root cause analysis, etc.).
  • Partner Engagement: Accountable for peer-to-peer contact for partner/supplier MIM engagement.
Requirements
  • Incident Management Experience: Experienced in chairing major incident/RCA calls, coordinating workstreams with global teams/vendors.
  • Service Management Knowledge: Excellent knowledge/experience of IT incident and problem management.
  • ITIL Certification: Expert in the use of service management processes and best practice such as ITIL; qualified to ITIL Foundation level (minimum).
  • Supplier Management: Supplier management experience gained in an outsource or SIAM partnership.
  • ServiceNow Experience: Experienced in the use of ServiceNow.