Job Description
Incident Manager
Location: Belfast/Northern Ireland - Remote
Shift pattern: Mon – Fri - UK Hours regardless of location (typically 9 – 5:30 to cover daily regional handover calls)
The Role
We are looking for a proactive and detail orientated incident manager to join our Team, providing services to a global company.
In this role, you will be in charge of leading the incident management process to resolution and restoring the client's IT operations swiftly. You will coordinate across teams to minimise impact, maintain service quality, and continuously improve incident response and resolution SLA/KPI times.
Incident Managers Responsibilities
* Overseeing the incident management process and team members involved in resolving the incident.
* Responding to a reported service incident, identifying the cause, and initiating the incident management process.
* Prioritizing incidents according to their urgency and influence on the business.
* Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures.
* Collaborating with the incident management team to ensure that all protocols are diligently followed.
* Reporting on all ticket types ensuring updates are being handled in a timely manner.
* Coordinate with team members and the client on change requests, monitoring the schedule and approval of changes.
* Manage problem record creation and updates, conduct root cause analysis (RCA), and work with Engineers to implement long-term solutions to prevent future incidents/problems.
* Adjusting the incident management process as required to ensure its effectiveness.
* Communicating with management if major issues are found in the IT system.
* Managing re-assignment of tickets and re-scheduling non-urgent tasks.
Incident Manager Skills
· Time management and organisation
· Attention to detail.
· Proactive monitoring of platforms
· Incident, Change and Problem Process experience
· ITIL Framework
· Clear and positive thinking
· Fast problem-solving and analytical skills
· Empathy for customers and the ability to listen to their needs.
· Strong verbal and written communication skills
· Ability to collaborate with the technical support team.
· An eagerness to learn new technologies and systems.
· Enthusiasm for continuous learning and improvement – there will be a lot to learn as our business develops and grows.
Technologies (Not essential but a good to have).
· ServiceNow (particularly reporting experience e.g. Performance/Platform analytics module)
· Azure
· Aternity
· Elastic
· Microsoft Office Products
· BMC/Helix
· ITIL qualifications.
· Microsoft qualifications.
Our Commitment to You
We’re proud to be an equal opportunity, Disability Confident employer. At Ultima, we celebrate our differences and strive to build an environment where everyone feels respected, valued, and able to succeed.
Not sure you meet every single requirement?
People from underrepresented groups may be less likely to apply unless they meet every qualification. At Ultima, we’re committed to building a diverse and inclusive workplace, so even if your experience doesn’t align perfectly, we encourage you to apply. You might be exactly who we’re looking for.
Apply now, or reach out to our Talent team if you have any questions. We’re always happy to chat about how we can make work, work for you.