Incident Manager
Government Recruitment Service
Cardiff, Wales, GB
4d ago
source : GOV.UK

We’re looking for an experienced Incident Manager to join our small and friendly service management team.

You will work closely with Problem, Change and Asset managers as well as a ServiceNow developer and 1st, 2nd and 3rd line technical support teams.

Ideal candidates will have a good understanding and experience of managing high priority incidents, recognising the importance and executing quick and concise communications to users, the service management team and technical support teams.

You’ll benefit from working with modern technology, receiving a generous training package and working in a collaborative, open, creative and inclusive environment.

Come and join the team!

Job description

Successful candidates will :

Lead co-ordination of responses to high priority incidents, engaging technical support teams and 3rd party suppliers to restore services as quickly as possible.

Monitor and improve the efficacy and efficiency of incident responses by all internal and 3rd party resources through analysis, and carry forward continuous improvement initiatives from lessons learned.

Own and further develop incident management processes to improve incident responses and the quality of information recorded for incidents.

Responsibilities

  • 1. Lead and co-ordinate the response to high priority incidents;
  • 2. Lead user, service management and technical support communications during high priority incidents;
  • 3. Monitor and improve our performance and consistency of response for handling all incidents by continuously improving incident management processes and providing constructive feedback and guidance to technical support and service management teams;
  • 4. Chair service review meetings with key suppliers to monitor and improve through action plans performance against contractual and service level obligations;
  • 5. Attend service desk, tech bar and technical support group meetings to learn about current issues and how incident management processes can be leveraged, improved or championed for more effective and consistent incident responses;
  • 6. Collaborate with the Problem Manager to identify incident trends and prioritise initiatives to be carried forward under problem management.

    Essential experience :

  • Experience of operating as an Incident Manager in a mutli-disciplined service management team.
  • The ability to analyse, interpret and make sound recommendations based upon statistical and observational incident management evidence.
  • Developing and owning incident management processes and monitoring compliance.
  • Able to work with 3rd party suppliers in a constructive manner whilst driving performance against contractual obligations.
  • Excellent stakeholder relationship, communication, co-ordination and facilitations skills.
  • Familiarity and experience of using service management tools.
  • Desirable :

    Experience of using ServiceNow to manage incidents and develop reports.

    BEIS Digital Virtual Open Evenings

    Do you want to know a little more about us at BEIS Digital, our current opportunities, and how they’ll work in practice?

    Why not sign up to some of our MS Teams live events? We will explore who we are, as well as provide you with the opportunity to ask questions about the roles directly to our team leads and directors.

    All the live events will take place between Tuesday 1st September and Thursday 10th September, so don’t miss out!

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