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IT Incident Resolution Specialist
1 month ago
We are seeking an IT Incident Manager to join our team at Hargreaves Lansdown Asset Management Limited. As a key member of our Service Assurance team, you will be responsible for the full lifecycle of all IT incidents, including the management of major issues, post-incident reviews, and root cause analysis.
Key Responsibilities- Manage the IT incident management framework to ensure effective resolution of incidents in line with business priorities.
- Support the continuous improvement of the Service Assurance team and the Incident Management Policy and Processes.
- Be the primary point of contact for updates or guidance in relation to IT incidents.
- Responsible for the management of all IT major incidents, including major incident meetings, post-incident reviews, and tracking the completion of actions agreed following root cause analysis.
- Accountable for escalating any issues causing significant service impact to the Crisis Management Team.
- Produce daily, weekly, and monthly reporting on major incidents, escalations, and MIR action progress for senior business leaders.
- ITIL qualification essential.
- Demonstrable, strong working knowledge of ITIL Service Management framework.
- Extensive experience managing an Incident/Problem Management team.
- Excellent interpersonal skills, able to act as a single point of contact for senior business stakeholders in relation to major incidents and escalations.
- Ability to remain calm under pressure.
- Experience of management and maintenance of relationships with suppliers of planned and operational services.
- Experience in Financial Services sector or any other highly regulated environment is desirable.
