Position Title - Incident manager (Bristol, England) Work From office only Location - Bristol EnglandRole- 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