It Incident Executive

IT Incident Executive

Job Title: IT Incident Executive

Location: London City

Contract Type: Permanent

Annual Salary: Circa £30,000 DOE

Working Pattern: Full Time, 40 hours per week (08:30 - 17:30, Mon - Fri). Potential for 1 day working from home after a successful probation period

Are you ready to take your career to the next level? Our client, a dynamic organisation in the technology sector, is seeking an enthusiastic IT Incident Executive to join their team! This is an exciting opportunity for a talented individual who thrives in fast-paced environments and is passionate about delivering exceptional IT service management.

Primary Function The IT Incident Executive will work closely with the IT Incident Manager to oversee and coordinate responses to unplanned disruptions in IT operational services. The main objective? Restoring normal service operations as quickly as possible while minimising any adverse impact on business and client operations.

Key Responsibilities

Incident Leadership and Resolution

Incident Ownership: Support the ownership and drive the resolution of High Priority and Major Incidents, ensuring containment and resolution within established Service Level Agreements.
Coordination and Orchestration: Collaborate with cross-functional teams and third parties to investigate and resolve issues, assigning specific tasks to technical experts.
Diagnosis and Recovery: Oversee the investigation and diagnosis of incidents, implementing workarounds or permanent fixes to restore service.
Root Cause Analysis: Ensure completion of Major Incident Reviews to identify underlying causes and preventative actions.

Communication and Stakeholder Management

Stakeholder Communication: Serve as the central point of contact, providing clear updates to IT leadership, client success managers, technical teams, and customers.
Documentation: Accurately record and classify incidents, detailing resolution steps and outcomes.
Escalation: Manage incident escalations according to established protocols, ensuring appropriate resources are engaged when necessary.

Process Management and Improvement

Process Operation: Maintain the overall incident management process, adhering to ITIL framework guidelines.
Performance Monitoring: Evolve and monitor key performance indicators related to incident response and resolution effectiveness.
Continual Service Improvement: Analyse incident data to identify recurring issues and opportunities for process enhancement.

Essential Experience and Qualifications

A successful IT Incident Executive brings a unique blend of technical expertise, resolution attributes, and outstanding communication skills, including:

Soft Skills

Team Coordination: Ability to motivate and support teams during high-pressure situations.
Communication: Exceptional verbal and written skills to convey complex issues clearly.
Decision Making: Capacity to act decisively and make informed judgments under pressure.
Problem-Solving & Critical Thinking: Excellent analytical skills to navigate complex issues effectively.

Technical and Foundational Skills

ITIL Foundation Certification: Proven knowledge of IT Service Management principles, particularly in Incident Management or equivalent experience
Technical Acumen: Strong understanding of IT infrastructure components (networks, servers, applications, cloud platforms).
ITSM Tools Proficiency: Experience using incident management platforms, ideally ConnectWise.
Root Cause Analysis: Understanding methodologies for determining failure causes.

If you are passionate about IT incident management and ready to embrace a challenging yet rewarding role, this is the opportunity for you! Our client is eager to find a dedicated individual who is ready to make a real impact.

Apply Today! Don't miss out on your chance to be part of a vibrant organisation that values innovation and excellence in technology services!

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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Only candidates based in UK and eligible to work in UK are allowed