Incident and Release Lead

Found in: Talent UK C2 - 2 weeks ago

London, United Kingdom Roxor Gaming Limited Full time

Summary

The role is to Lead the Change Release and Incident/Major Incident and Problem process in Anaxi iGaming. To enhance the existing Incident/Release management workflow by automating as much as possible through its lifecycle process and introduce new functionality where identified. The Incident and Release Lead must have a thorough understanding of ITIL v4 foundation framework and the ability to apply Incident Management & Change Enablement best practices to support real-world operations.

What You'll Do

Drive and coordinate both Major Incident, Change Management policies, processes and activities. Coordinate releases (scheduling, implementation and execution) to ensure that the integrity of the live Production environment is protected and that the correct components are released without impact. Work closely with NOC team to identify and classifies incidents (inc. Major) with the appropriate severity and priority. Also, that these incidents are escalated and reported in accordance with the processes. Monitoring the effectiveness of Release & Incident Management processes across the organization and make/deliver recommendations for their continuous improvement. Monitor and execute all notifications of Major Incidents to ensure that all designated personnel are kept informed on all identified Major Incidents. Ensure conformity of all teams to Incident and Change and Release Policies. Flagging and escalating non-conformity. Complete post implementation and Major Incident reviews in line with ITIL v4 Problem management practices and enhance the problem management function. Initiate Major Incident protocols, conference bridges, documenting actions and service restoration in line with ITIL v4 best practices. Manage all reporting on key metrics and outputs from both the Major Incident and Change Management processes. Support in providing evidence for ongoing Regulatory and Audit driven compliance. Working closely with internal compliance functions. Drive root cause analysis and corrective activities in line with Problem and Incident best practice.

What We're Looking For

Team leadership Experience 6 years experience in an ITILv4 service team lead role. Change, Major Incident & Problem Management Strong communication skills, both written and verbal, capable of gathering and delivering information to both technical and non-technical stakeholders. ITIL v4 foundation qualification. Experience managing external stakeholders ( Regulatory environment helpful) Works well under pressure and is comfortable in a proactive Continuous Improvement framework. Can exhibit strong understanding and lead teams in Incident, Service Request, Problem and Knowledge management disciplines.

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