IT Incident Manager
2 weeks ago
At Dabster, we are seeking a highly skilled IT Incident Manager to join our team. As a key member of our Service Management team, you will be responsible for managing the resolution of Major, P and P Incidents by coordinating activities of all internal & external Service Providers in line with process requirements and commercial commitments.
Key Responsibilities- Chair bridge calls for Major, P and P Incidents and ensure service restoration within agreed targets
- Ensure that Stakeholders are kept fully informed of status and progress throughout the life of Major, P and P Incidents via consistent and high quality communications
- Organise and chair the Post Incident Review documentation and call with key stakeholders
- Reduce the number of service disrupting Incidents through the use of effective Root Cause Analysis leading to the implementation of agreed workarounds and/or preventative permanent solutions
- Lead and drive problem resolution, directing tasks while holding teams/suppliers accountable to deadlines
- Drive Service Provider (internal and external) compliance with Incident and Problem ticket quality, update and management requirements
- Ensure production of quality process artefacts (Major Incident Reviews, Root Cause Analysis, etc)
- Provide quality, detailed reports on a regular and ad-hoc basis (including analysis of trend data)
- Take steps to anticipate, investigate and prevent Incidents occurring through 'what-if?' scenario modelling and analysis of trend data & patterns to drive pro-active remediation/preventative activities
- Coordinate the implementation of agreed remedies and preventative measures
- Ensure that the processes are operated in line with documented requirements, targets, SLAs, OLAs and commercial obligations
- Work with other Service Management representatives to ensure that interfaces with other IT processes and functions are identified, defined and monitored
- Accountable for peer-to-peer contact for partner/supplier MIM engagement
- Ensure that all associated process-related Risks are identified, assessed and managed
- A good knowledge of SSE's business and corporate drivers and goals
- A good knowledge of the impact of relevant Service Lines on individual Business Units
- English language to CEFR C or above
- A minimum of years' technical or functional experience, some of it gained in other organisations
- Experienced in chairing Major Incident / RCA calls, coordinating workstreams with global teams/vendors
- Excellent knowledge/experience of IT Incident and Problem Management
- Experienced in creating communications, tailored for a wide audience
- Expert in the use of Service Management processes and best practice such as ITIL; qualified to ITIL Foundation level (minimum)
- Supplier management experience gained in an outsource or SIAM partnership
- Stakeholder management experience (preferably in a multi-customer scenario)
- Experienced in the use of ServiceNow
- Excellent understanding of the development, customisation and implementation of Service Management processes and procedures
- Experienced across a broad range of IT services and disciplines
- Experience of working in IT at a leadership level with strong leadership experience in IT Service Management
- Presentation skills and the ability to build relationships is important
- Skilled and experienced in stakeholder management including excellent communication, interpersonal, influencing, negotiation skills, and be able to liaise effectively with senior stakeholders
- Good communicator, both written and orally
- Customer focussed, self motivator, flexible with a 'can-do' attitude and positive influencing skills
- Incident Management (USUP) - Primary
- Problem Management (PBMG) - Primary
- Supplier Management (SUPP) - Primary
- Service Level Management (SLMO) - Primary
- Stakeholder Relationship Management (RLMT) - Secondary
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