Overview
Job Title: Incident Manager
Location: Manchester. (Home based and Office Based)
Contract Type: Permanent
Salary: Negotiable.
Advantage Resourcing are working in partnership with a well-known gas and electricity company who are currently recruiting an Incident Manager. The incident manager would have experience in managing the processes for Incident Management to restore normal service operation as quickly as possible to minimise the impact to business operations and customers.
The suitable candidate would be able to:
*Assess business impact and urgency, review and accept, where appropriate, incidents that have been recommended to promotion as Major Incidents and trigger business continuity or DR plans as appropriate
*Take full ownership of the Major Incident through to resolution
*Establish and run both Technical and Business Management Bridge calls throughout the life of a Major Incident
*Lead all resolving organisations who are involved in the resolution of the Major Incident, escalating where the appropriate level of support is not being provided
*Maintain open communications to both the Management Stakeholders and the wider user base
*Responsible for planning and coordinating all the activities required to perform, monitor, and report on the IM processes
*Promptly communicates and escalates to the Head of Incident Management any issues which require their attention
*Effectively implements the IM processes and carries out the respective reporting procedures
*Act as the first point of escalation for incidents from the Service Desk Manager
*Ensure problem records are generated following incident resolution.
*Perform Major Incident Reviews, capturing the events, lessons learned driving root cause identification and actionable/well defined corrective/preventative action plans, to be captured in a final MIR report
*Attends Change Advisory Board (CAB) or Emergency CAB board meetings if required
*Establishes continuous process improvement cycles where processes are found to be lacking or inefficient
*Ensures that activities within IM processes are being performed to a high level of quality and it meets associated Service Level or Operational Level Agreements (SLAs/OLAs)
*Directly responsible for working with Service Desk and suppliers to ensure accurate recording and reporting of incidents
*Identify potential problems and/or increasing trend of repetitive Incidents working with the Problem Management function.
*Supports the Head of Incident Management in validating the Service Providers claims of service availability by understanding the incidents held within DSMS Remedy
*Work as part of an oncall rota
Skills required:
*Proven, relevant experience working as an Incident Manager within a complex IT environment
*Track record of operating across all levels within an organisation, managing expectations, briefing senior stakeholders and managing the performance of internal & external suppliers throughout the incident
*Knowledge and understanding of service management in the energy sector [OR]
*Knowledge and/or experience of Service or Provider Management
*Knowledge and/or experience of the energy sector
*Ten years plus experience in incident management
*Broad technical knowledge with high-level understanding of Infrastructure services
*Understanding of DSMS remedy [OR]
*Experience of working with SME tools, such as Remedy and Service Now
*Has a thorough understanding of E2E smart meter infrastructures and operational performance regimes
*In-depth experience of working with IM processes that meet service level and operational level agreements
*Excellent leadership skills with the ability to exercise sound judgement and be decisive under pressure
*Strong facilitation, teamwork, influencing and interpersonal skills
*Diplomacy, and the ability to instil confidence in others
*Customer focused, passionate about the customer experience
If you are interested in this role, please apply now.
Reference: 844213
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Advantage Resourcing
Salary negotiable
Permanent
Incident Manager