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Incident Response Manager

2 months ago

London, Greater London, United Kingdom DGH Recruitment Full time
Major Incident Manager Job Description

A key role has become available for a Major Incident Manager to join our team at DGH Recruitment.

Job Summary:

The successful candidate will be responsible for overseeing and managing our Incident and Problem Management processes, directly managing all in-scope Major Incidents, and working closely with our technical leads.

Key Responsibilities:

  • Manage Major Incidents within shift and out-of-hours on rotation.
  • Oversee and drive Incident Management activities, including the resolution of Major Incidents.
  • Work to improve the reliability of IT Services and the end-to-end Customer Service through Experience Level Management.
  • Drive both reactive and proactive Problem Management activities, including the collation and analysis of data that helps manage activities in the follow-up to major incidents.

Requirements:

  • Producing statistics and reports through PowerBI, ServiceNow, and MS Products.
  • Experience of managing major, and complex, system failures and issues.
  • Strong leadership skills with the ability to motivate and manage technical teams during high-pressure situations.
  • Deep knowledge of service management processes, particularly Incident, Problem, and Change Management.

About Us:

DGH Recruitment is a leading recruitment agency specializing in IT and technology roles.