Incident Manager
Posted 2 days ago by Computappoint
- Monitor and respond to IT incidents reported by users, systems, or automated tools
- Coordinate the incident management resolver teams and assign roles and tasks according to the severity and urgency of the incident
- Follow the established incident management procedures and best practices, and ensure compliance with IT policies and standards
- Escalate major incidents to senior management and relevant stakeholders, and provide regular updates and reports
- Document and maintain records of all incidents and their resolutions, and identify trends and patterns
- Evaluate and improve the incident management process and tools, and provide feedback and suggestions
- Provide training and guidance to the incident management team and other IT staff on incident management practices and protocols
- Collaborate with other IT teams and departments to ensure alignment and integration of IT services and processes
- Own and drive the resolution of incidents by leading the technical and functional teams, facilitating collaboration and communication, and ensuring timely and effective actions
- Track and report on the progress and status of incident resolution, and communicate any risks, issues, or delays that may affect the service restoration
- Ensure that the incident resolution meets the agreed service level agreements (SLAs) and quality standards, and verify the satisfaction of the end users and stakeholder
- Conduct post-incident reviews and lessons learned sessions, and implement the improvement actions to prevent recurrence of similar incidents
- Strong and confident communicator both verbally and in written form.
- Excellent problem solving, analytical and critical thinking
- Good judgment and clear decision making ability
- Ability to explain complex issues to wide ranging audience.
- Ability to drive multiple tasks in parallel and to prioritize workload in order to meet deadlines and to manage expectations.
- Strong numerical competency
- Ability to confidently consider options and drive decisions within high pressure situations
- Ability to work under pressure and to remain calm in times of crisis
- Type:
- Contract
- Contract Length:
- 6 - 12 Months
- Contact Name:
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- Telephone:
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- Job Reference:
- 2592
- Job ID:
- 221919721
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