Incident Manager

Position:  Incident Manager

Suitable for:  Incident Manager, Problem Manager or Change Manager with ITIL experience

Location:  Isle of Man – candidates must be willing to relocate

Salary:  Negotiable 

Unfortunately, our client is unable to provide sponsorship.

Our client is looking for a Problem, Change and Incident Manager to collaborate with internal teams to drive the proper handling of incidents, problem and change records through their respective process lifecycles.

Incident Manager Essential Skills:

• 3-5 years of experience in an incident, problem and change management capacity.
• Knowledge of ITIL Service Operations best practices and processes.
• Previous experience using ITSM toolsets such as ServiceNow, BMC Remedy beneficial.
• Office 365 Collaboration tooling experience essential.
• Proven, disciplined and consistent analytic approach and mindset.
• The ability to work with stakeholders at multiple levels of seniority, across multiple different suppliers and geographies.
• A Pro-active individual, self-motivated, and able to use own initiative.
• Excellent spoken and written communication skills, with the ability to express technical concepts in Business English to non-technical audiences.
• The ability to work under pressure and maintaining focus and accuracy is a necessity for this role.
• The successful applicant will be people focussed with strong empathy skills - the ability to advocate for non-technical populations to technical service providers is a must-have for this role.

Incident Manager Desirable Skills:

• Experience within the Financial Services industry would be highly desirable.
• ITIL Foundation certificate extremely desirable but not mandatory, depending on experience.
• Experience working with outsourced technical landscapes desirable.
• Previous line management experience would be beneficial.

The Incident Manager responsibilities:

• Work with the Incident, Problem and Change Analyst, technical teams, colleagues, vendors and partners providing technology, to manage the lifecycle of incidents through to resolution within timescales appropriate to their impact and risk in line with our Incident Management processes.
• Communicate with colleagues, internal and supplier leadership teams consuming impacted services using approved channels to notify of outages, provide status updates and manage expectations of resolution timescales and activities.
• Escalating to the appropriate contacts in the event that responses from technical stakeholders’ risk breaching or have breached response and/or resolution targets or service levels.
• Work with the Incident, Problem and Change Analyst, technical teams, colleagues, vendors and partners providing technology, to coordinate and manage the lifecycle of change requests.
• Work with change requestors to provide guidance and quality assess change records raised to ensure that they comply with governance and adequately mitigate risk inherent with performing operational changes to production systems.
• Provide approval for changes through use of the approved toolset.
• Support Post Incident Reviews as appropriate, following a Major Incident or by exception when requested from Technology Leadership team or above.
• Drive forward investigations and determine the causal factors of major incidents and failed changes with the technical stakeholders and service providers and identify “near misses” and work to prevent recurrences
• Work with stakeholders to determine prioritisation and manage the implementation of action plans to drive out the risk of recurrence of incidents and failed changes from across our Technology landscape.
• Work with the Reporting Analyst to provide the requisite data and context.
• Work in a manner that is supportive of, taking steer from, complying with and providing input to the appropriate processes and policies.
• Act as on-call Duty Manager, managing incidents out-of-hours and providing a coordination point for changes being deployed, as part of a wider team on a rota basis.
• Provide holiday cover and backfill for the Service Excellence Manager.
• Work with those creating reports to analyse the requisite data and context, identifying impact, trends and themes.
• Keep up to date with industry trends surrounding direction-of-travel, incidents and security issues affecting technologies and vendors used.

Full job description available.

To apply:  Please follow the online application process and upload your CV, in Word format

Please note: You must be eligible to work in the UK for your application to be considered (sorry, our client is unable to offer sponsorship).  Due to large numbers of applications, unfortunately we cannot provide detailed feedback to everyone, however, if you wish to find out how your application is progressing, please call or e-mail the office and someone will help you / get back to you.