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Senior Incident Manager

2 months ago

London, Greater London, United Kingdom Verisk Full time
Job Title: Senior Incident Manager

We are seeking a highly skilled Senior Incident Manager to join our IT Service Management team at Verisk. As a key member of our team, you will be responsible for managing major incidents, evolving our processes, and working closely with software teams to manage problems.

Key Responsibilities:
  • Lead the management of major incidents, ensuring timely resolution and effective communication with clients and stakeholders throughout the incident lifecycle.
  • Collaborate with software teams to identify root causes of recurring issues, manage problems, and implement solutions to prevent future incidents.
  • Continuously evolve and improve Major Incident and Problem Management processes to enhance efficiency and effectiveness.
  • Act as the primary point of contact for clients during major incidents, providing updates and ensuring their concerns are addressed promptly.
  • Work with cross-functional teams to prioritize and implement improvements that enhance the overall service delivery to clients.
  • Develop and monitor key performance indicators (KPIs) to measure the success of Major Incident and Problem Management processes and drive continuous improvement.
Requirements:
  • Bachelor's degree in Information Technology, Computer Science, or a related field.
  • Minimum of 8-10 years of experience in a customer-facing IT service management position, with at least 3-5 years in a senior Major Incident and Problem Management role.
  • Strong knowledge of ITIL frameworks and best practices in managing major incidents and problem management.
  • Excellent leadership and team management, communication, and interpersonal skills.
  • Ability to work effectively with cross-functional teams and proficiency in IT service management tools and software.
Desirable Experience:
  • Experience in the insurance industry.
  • Experience with Zendesk, AWS, Azure DevOps, and Microsoft SharePoint or other knowledge management tools.
  • Basic knowledge of SQL and relational databases.