As a Senior Incident Manager your main day to day responsibilities will be:
Responsibilities
* Leading and managing incidents across all priority levels, with a focus on major incidents—ensuring timely communications, status updates, and adherence to emergency change protocols.
* Providing escalation support for the Service Desk and Incident Management team, including participation in the out-of-hours on-call rota.
* Conducting Post Incident Reviews, ensuring documentation is completed promptly and lessons learned are embedded into practice.
* Championing service improvement, supporting onboarding of new services, upskilling the team, and implementing enhancements to incident processes and IT support models.
* Collaborating across functions, working closely with Problem and Change Management to support root cause analysis and change handling.
* Supporting team development through coaching, mentoring, and career growth initiatives within the IT Operations community.
* Maintaining operational excellence by producing incident reports, managing knowledge assets, and exploring emerging technologies to improve service delivery.
* Like many organisations we need to maintain our services 24/7, therefore, on occasions there may be a requirement to work out of hours, for which you will be paid an additional allowance.
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