High-Level Incident Process Developer
13 hours ago
We are seeking an experienced individual to lead the development and delivery of a high-quality major incident process for our client.
The successful candidate will be accountable for designing, implementing, and improving the Major Incident Management process and governance framework, ensuring consistent delivery across the client's estate.
As part of this role, you will also support the Senior Incident and Problem Manager with strategy and roadmap for evolving operational processes and capability.
Key Responsibilities- Develop and implement a comprehensive Major Incident Management process, including governance framework and supporting systems.
- Lead the implementation of the process, ensuring a strategy and roadmap for evolving operational processes and capability.
- Ensure the maturity of the Major Incident team in controlling major incidents to resolution, providing live support where needed.
- Maintain regular communication regarding incident status.
- Be responsible for senior management and stakeholder communications.
- Prioritize multiple high-priority issues simultaneously without compromising SLA commitments.
- Review and sign off completion of major incident reviews for all high-severity incidents.
- Establish strong relationships with business areas and technology teams for fast engagement and support during major incidents.
- Analyze data and generate reports within ITSM tool to provide trending insights.
- Provide line management for members of the Major Incident team.
- Support new IT Demand being onboarded to Service Operations through to completion.
- Offer 'Out of Hours' Major Incident support.
- Proven experience in Incident Management or a similar role within IT Service Management.
- Familiarity with ITIL frameworks and best practices within Incident Management.
- Able to analyze incident data to identify trends and insights for process improvements.
- Excellent communication and interpersonal skills.
- Experience in managing relationships with internal and external stakeholders, particularly in high-pressure situations.
£55,000 - £65,000 per annum, depending on location and experience.
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