About IT Operations at Holland & Barrett
* The IT Operations function provides the foundation of IT services to Holland and Barrett customers by ensuring products are delivered to customers on time, and customers can access new services.
* Key services have been enhanced by providing resilient infrastructure in the cloud, improving availability to reduce impact to trade.
* The IT Operations team is investing heavily in building internal capabilities, including a new Service Desk and Proactive Monitoring teams, as well as expanding its Delivery capabilities for infrastructure and Back Office projects.
* Tech teams are undergoing diverse technical training programs aimed at developing colleagues' technical and leadership skills to support their career aspirations.
The Role
Exciting Opportunity: Become Holland & Barrett's Next Incident Manager!
At Holland & Barrett, we believe in making health and wellness accessible to all - and our technology plays a crucial role in delivering that mission. We're seeking a high-performing Incident Manager to join our IT Operations Team and elevate our IT service management practices.
If you thrive in fast-paced environments, enjoy solving complex challenges, and want to make a real impact, we want to hear from you!
What You'll Do:
* Manage Major Incidents, ensuring swift resolution and clear stakeholder communication.
* Lead post-incident reviews, identify lessons learned, and drive improvement actions.
* Monitor service levels, ensure SLAs are met, and escalate when necessary.
* Collaborate with monitoring teams to optimize alerts and ensure early incident detection.
* Work closely with third-party vendors for timely incident resolution.
* Participate in our on-call rota for Major Incident management, providing 24/7 coverage.
* Drive proactive problem management by identifying trends and implementing preventative measures.
* Champion continual service improvement across Technology, Business, Product, and the wider community.
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