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Incident Manager

2 months ago

Hemel Hempstead, Hertfordshire, United Kingdom Haven Full time
About the Role

We are seeking a highly skilled and experienced Incident Manager to join our team at Haven. As an Incident Manager, you will play a critical role in ensuring the stability and reliability of our IT infrastructure and technology systems.

Key Responsibilities:

  • Identify potential problems through trend analysis, incident reviews, and monitoring system performance.
  • Conduct thorough root cause analysis for identified problems to understand underlying issues.
  • Develop and maintain a comprehensive problem management database, documenting all identified problems, their root causes, and resolution steps.
  • Prioritize problems based on their impact on business operations and services.
  • Develop strategies to prevent the recurrence of known problems and define and track KPIs to measure problem management success.

Requirements:

  • Strong understanding of IT and park infrastructure, including hardware, software, networks, and servers.
  • Experience with various operating systems (Windows, Linux, Unix) and their configurations.
  • Knowledge of IT security principles, incident management, and change management.
  • Ability to analyze data, trends, patterns, and correlations to identify potential problems.
  • Excellent communication skills, capable of conveying technical information clearly to both technical and non-technical stakeholders.
  • Project management skills, prior experience in incident management, and conducting root cause analysis.
  • Experience with ITSM tools (e.g., ServiceNow, Jira).

What We Offer:

  • Holiday allowance that rises with service, plus a 'Holiday Buy Scheme'
  • Annual bonus
  • 20% discount on both Haven and Warner Hotels holiday for you, family and friends
  • Comprehensive wellbeing support
  • Access to the Bourne Leisure corporate box at the O2 Arena,London
  • Exclusive discounts with corporate partners
  • Exciting career pathways, including Learning and Development opportunities such as Apprenticeships and Degrees
  • Enhanced family friendly policies and pay (eligibility criteria applied)