Support day-to-day process execution and act as point-of-contact for the
Incident Management process.
Manage lifecycle of incidents and major incidents end to end:
o
Assess business impact and urgency, declare Major Incident.
o
Initiating specific actions to either address the underlying causes of
incidents or to provide workarounds, thus minimizing the impact of an incident
o
Communicating the status of incidents to relevant stakeholders.
o
Provide Single point of contact for senior management and users during a
major incident.
o
Notify and liaise with Risk Management in the event of a Major Incident.
o
Decide upon involving Business during a Major Incident
o
Provide regular reports to both senior management and affected
stakeholders using the Major Incident Report.
o
Ensure a post incident closure review takes place capturing pending
actions required.
Support in driving Service Request and Incident Board meeting by
building management pack to review and chase aging and delinquent tickets.
Represent IT in any post incident audits/reviews.
Document steps followed during incident including decision points in and
out of meetings.
Attend any emergency meetings capturing decisions as part of incident
documentation and represent IT.
Liaise with the Change and Configuration Manager to ensure changes are
being captured and agreed as part of Emergency Change Management process.
Support in driving the efficiency and effectiveness of the incident
management process.
Support in producing management information by ensuring Critical Success
Factors(CSF) and Key Performance Indicators (KPI) for the process are measured,
assessed and reported.
Monitoring the effectiveness of incident management and making
recommendations for improvement.
Maintain the incident management systems.
Maintain the incident management process and procedures.
Support audit requirements and compliance to standards.
Maintain the company’s compliance standards and ensure timely completion
of all mandatory on-line training modules and attestations.
Essential:
5 to 6 years overall experience in IT is essential.
2 to 4 years previous experience as Incident Manager including the role
of Major Incident Manager is essential.
2 to 4 years previous experience in delivering services using IT Service
Operation processes: Incident Management, Request Fulfilment, Change
Management, Problem Management is essential.
Desirable:
3 to 5 years previous experience in Service Now is desirable.
Expert skills in respect of written and oral communication are essential.
Excellent skills in respect of stakeholder management are essential.
Excellent skills in respect of documentation, strong problem solving,
analytical and time management are essential.
Desirable:
Proficiency in Microsoft Office Suite (Word, Excel, and PowerPoint).
Exceptional attention to detail, accuracy, organisational,
interpersonal, and teamwork skills.
Essential
GSCE/GCE qualifications in both Maths and English are essential.
Bachelors Degree qualification is essential.
ITIL V3/V4 certification is essential.
Desirable
ITIL V3 Service Operations and Service Transition or Continual Service.
Improvement certifications are desirable.
Quality & Process related certifications are desirable.
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