Position Title - Incident manager (Bristol, England) Work From office only
Location - Bristol England
Role- Full time
Job Description:
· Client’s software group is looking for an energetic and self-driven professional to join our team. Group’s mission is to provide best in class software services delivered to the high availability standards that our clients expect.
· The candidate will form part of a global operations team which is goaled to ensuring the highest service levels of availability of the mission critical software services provided.
· The role requires you to take accountability for any highly visible, complex and SLA impacting issues that occur across the Client’s SaaS service offering.
· Manage the incident process, through taking ownership for matrix managed resources to restore normal service operation as quickly as possible to minimize the impact to service and business operations.
· Ultimately accountable for the efficiency and effectiveness of the Service Delivery during the life cycle of the Incident for its particular customers, stakeholder and business unit.
Responsibilities:
Skills:
· Attend war rooms to oversee and assess performance of the MIM (Incident commander) chairing the war room in line with Incident Management process per SOW
· Own the Process governance and adherence – call out and educate/re-educate on process non-adherence.
· Functional process owner for the Incident and Major Incident Management process
· Taking ownership for matrix managed resources to restore normal service operation as quickly as possible to minimize the impact to service and business operations
· When required act as a point of contact for all Major Incidents.
· If required represents the first stage of escalation for Major Incidents.
· If required responsible for planning and coordinating all the activities required to perform, monitor, and report on the process during a live incident.
· Ensure the closure of all resolved and end-user confirmed Incident records
· Ensure traction and report daily on the progress of Problem Reports
· Provide guidance to the various support teams with regards to the incident process.
· Determines if an incident needs to be escalated according to priority and severity of the issue.
· Feed into the monthly Service Reviews, including full summaries of all Major Incidents for the respective months
· Meet monthly with Service Managers to discuss process shortfall, improvements/new initiatives.
· Ability to coordinate and chair Major Incident war rooms during a live incident, must be able to take active lead in driving restoration of service.
· Good communication skills, verbal and written. Ability to communicate technical updates to non-technical stakeholders.
· Deep analysis into Incidents, root causes, weaknesses, corrective actions etc.
· Proficiency on Microsoft Office products, including Word, PowerPoint and Excel.
Requirements:
·ITILv3 Foundation Certificate or higher
· At least 5 to 7 Years experience in an ITIL based organization specifically within an Operational