Incident Management Specialist
2 weeks ago
Incident Management Specialist
We are seeking an experienced Incident Management Specialist to join our IT Service Operations Team. As an Incident Management Specialist, you will be responsible for developing, leading, and governing effective Major Incident management processes. Your focus will be on creating a consistent, repeatable, and robust framework to respond to, assess, and understand incidents, ensuring an effective response that delivers an expedient and safe restoration of service.
Key Responsibilities:
- Define and develop practices and processes necessary for effective Major Incident Management.
- Provide leadership and direction during Disaster Recovery, Business Continuity, P1 & P2 incidents.
- Accountable for the triage and subsequent prioritization of Incidents.
- Accountable for driving results and coaching partners to achieve SLA/KPI performance by focusing on effective cross-functional team collaboration.
- Coordinate and facilitate the communication process as well as the escalation process during all Disaster Recovery, Business Continuity, P1, and P2 incidents.
- Proactively monitor incident resolution, analyze, and highlight trends and root causes to the MIM lead, Service Assurance teams, and/or relevant support teams.
- Ensure our colleagues and partners produce clearly written Post-Incident reporting within agreed SLAs, assisting with Problem Management initiated review sessions where possible.
- Compile and publish daily operational incident reports detailing all P1 and P2 incidents.
- Serve as the Single Point of Contact (SPOC) for Business and Customer escalations relating 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.
Requirements:
- 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 a fast-paced, dynamic environment.
- Demonstrable experience in working independently and prioritizing tasks effectively to meet deadlines.
Personal Attributes:
- Adept in dealing with and influencing multi-tier management.
- Proficient in engaging and building successful relationships with stakeholders of the Major Incident management process, including senior management.
Connells Group is one of the largest and most successful estate agency and property services providers in the UK, encompassing Countrywide. Founded in 1936, 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 & planning, LPA receivers, and auctions.
Connells Group UK is an equal opportunities employer and positively encourages 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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