Lead Incident Manager

Lead Incident Manager

Purpose of Role

• To ensure effective co-ordination and management of Major Incidents in order to return service as quickly as possible while managing key stakeholder communications and expectations.
• To provide functional leadership of the team of Incident Managers & Incident Analysts.

Responsibilities:

• Lead, support and build the team as individuals and a group to successfully continue our maturity journey.
• Exhibiting an always on mindset focused on the stability of our services - Direct and coordinate the Major Incident process ensuring it is executed effectively and consistently so that services are restored swiftly.
• Working as part of the on-call rota providing coverage to Major Incident Management out of hours.
• Building positive, open and constructive relationships with key stakeholders across Technology Services, our business and supply chain.
• Delivering to exceptional standards in a fast paced environment and negotiating through difficult situations to reach successful conclusions.
• Utilising your experience of working within a multi-vendor, outsourced environment with complex infrastructure to steer swift resolution of incidents.
• Contributing to the design and development of Incident Management processes, tools, templates, documents and reports.
• Providing education, mentorship and support, to ensure adoption of, and adherence to Incident management processes across the organisation.
• As a member of the wider Service Management extended leadership team proactively support operational priorities and assist other teams across the department where required while also delegating for the Service Operations Manager.

Full job description and company details can be provided upon request