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Incident Management Lead

4 months ago

Reading, United Kingdom Thames Water Full time

In Team Digital, we’re planning for a future where the technology solutions we co-create and design enable us to achieve our goal to protect our greatest natural resource and allow our customers, communities and the environment to thrive.


As a team, our vision is to create an everyday digital experience for the people we serve - our customers - by putting them at the heart of everything we do. As part of our award-winning team you’ll help the business become an intelligent, connected organisation in order to deliver our digital transformation and turnaround.


The Incident Management Lead will be an experienced IT Service Management professional with responsibilities to support the delivery of Incident Management in a 24x7 operational environment supporting all Thames Water business areas. The role will ensure that all Incident Management process activities are fit for purpose to meet the needs of the Thames Water Business.


What you’ll be doing as an Incident Management Lead

  • Support the delivery of the Incident Management process, priority matrix, procedures and guidelines
  • Assist in managing the Incident Management Process and ensure it is delivered to the agreed level of performance to support service availability
  • Act as the focal point for Incident Management for Thames Digital, acting as the key contact and escalation point in particular around P1 Major Incidents and P2 Business Significant Incidents on a rota to cover 24/7/365 support to the Thames Water business
  • Determine the priority of incidents with greater business impact and whether escalation to senior stakeholders is required
  • Work on understanding patterns of incidents to support Problem Management
  • Ensure P3 and P4 incidents are resolved to agreed Incident Management SLAs
  • Ensure that the Incident Management process is consistently followed across the Service Delivery function and that full process compliance is achieved across all resolver groups and third-party suppliers
  • Drive resolver groups and third-party suppliers to ensure the resolution of incidents within agreed contractual obligations to minimise the impact of incidents on the Thames Water business
  • Work closely with the Service Delivery Managers to ensure that end to end service delivery is achieved at the agreed levels defined with the business unit and that all incidents are appropriately prioritised and managed
  • Service Management – Support other service management processes and activities to support the delivery of BAU including; event management, problem management, change & release management, capacity management, availability management and continuity management/DR
  • Incident Management Reporting – support the provision of regular, transparent and accurate reporting on all Incident Management activities against agreed KPIs and performance criteria
  • Incident Management Business Communication – support the creation of appropriate levels of incident awareness across the Thames Water business and ensure that relevant incident business impacts are understood alongside details of the work being carried out to restore service
  • Risk Management – Work with the Digital Risk Lead to assist in identifying risks and issues that arise from the Incident Management process
  • Continuous Service Improvement – Make recommendations and support Incident Management CSI activities to improve overall process delivery
  • Stakeholder Management – Develop key relationships within the business areas and Thames Digital to support the management of all incidents, but in particular P1 Major Incidents and P2 Business Significant Incidents, to ensure that business impact is fully identified and understood, and stakeholders are fully engaged during the incident management process

Base Location: Reading - Hybrid

Working Pattern or hours: 36 hours, Full Time


What you should bring to the role

We want to bring together a team of brilliant tech minds with game-changing ideas. We’re looking for people who will help us re-imagine the way we work and the way we get things done:

  • A truly digital mindset. Open to collaboration. Open to risk. Open to new ways of doing things.
  • Obsessed with data. Obsessed with excellence.
  • People who think and behave differently to the way we do. People who don’t want to just be another cog in the machine.


You will also likely be able to demonstrate:

  • Incident Management experience adhering to ITIL/ITSM standards and at least two years of team leader responsibilities
  • Broad knowledge of basic IT technologies (i.e. operating systems, network devices, software development and architecture)
  • Used to working with a team spread over multiple locations as part of an outsourced arrangement with offshore partners in a multi-vendor environment
  • Strong planning, communication and presentation skills, the capability to listen and influence, and proficiency in process management
  • Excellent decision-making, problem-solving, team building, negotiation, conflict management, and time management skills
  • Ability to communicate technical and non-technical information to audiences of various levels in the organisation (e.g., executive, management, end users)
  • Ability to influence senior customers and stakeholders
  • ITIL v3 Foundation certificate or ITIL 4 Foundation certificate
  • ITIL v3 Intermediate Service Operation or Operational Support and Analysis or any ITIL 4 Specialist certificate


What’s in it for you?

  • Competitive salary from £50,000 to £60,000 per annum depending on experience
  • Annual Leave 26 days holiday per year increasing to 30 with the length of service (Plus bank holidays)
  • Contributory pension – Defined Contribution - Maximum of 12% -2x employee contribution
  • Personal Medical Assessments – Open to all once a year
  • Wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing


Who are we?

At Thames Water, our purpose is crystal clear - to deliver life’s essential service so our customers, communities and planet can thrive.


Water is life’s great leveller. Every living thing needs it, every single day. From people to plants, birds to bees, farms to factories, we all need it to thrive, and we’re committed to taking care of it for us all.


But keeping water flowing is becoming harder. From scorching summers to wetter winters, extreme weather affects everything from our pipes to our local rivers. We need to keep millions more kettles boiling, public services operating, washing machines spinning, showers running and more, so every drop is more precious than ever. Are you ready to play your part?


Working at Thames Water

At Thames Water we recognise that people are at the heart of our business. To help us succeed in providing life's essential service, we need a range of skills and capabilities, representative of society throughout our business.

We seek to attract and retain a cultural mix of people who can offer different but complementary attitudes, values, talents, and knowledge. We understand the importance of appreciating and harnessing the unique skills, experiences, background, and differences that each individual brings.

Our over-arching diversity and inclusion aim is to ensure Thames Water is a diverse and inclusive great place to work. We encourage applications from everyone and offer extra support for those who need it throughout the recruitment process.


When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business, meet colleagues and earn some extra money along the way.

Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.