Incident Manager

Job Description

Incident Manager

Salary:

£60k
Location:

UK, Remote
Start Date:

ASAP

As an Incident Manager, you will possess a comprehensive grasp of the major incident management process, enabling efficient responses to P1 and P2 incidents. Your role involves ensuring that each stage of the process is managed correctly to resolve incidents swiftly, thereby reducing client impact. To excel in this role, you must be proficient at multitasking, maintain composure during major incidents, and prioritize customer focus while meeting business needs.

Role overview
Oversee and manage bridge calls during critical incidents, showcasing outstanding control, coordination, and leadership abilities. This includes guiding cross-functional teams, effectively handling stakeholder communication, and implementing recovery strategies to ensure swift resolution and minimal disruption to services.

Ensure that critical incidents are handled swiftly and efficiently to minimize business impact, with actions clearly defined, documented, and the incident management team held accountable.

Ensure that incidents are logged, tracked, and monitored using the Incident Management system. Provide frequent status updates to stakeholders (both internal and external) and the incident management team for all incidents.

Lead customer update bridge calls, providing effective status updates, managing expectations, and fulfilling commitments throughout the incident lifecycle.

Ensure Service Level Agreements (SLAs) are met during incident management, identify and document root causes, and collaborate with Problem Management to prevent recurrence.

Create and share post-incident review documents with customers, run incident retrospectives, and record actions and statuses to drive continuous improvement.

Generate MIS and performance reports to show maturity levels in incident management process and tool adoption.

Support and enhance process improvements and knowledge base.

Own the Major Incident process, ensuring all colleagues

Please reach out to Charles by applying to this advert to discuss this role.