Incident Manager

Employment type: FTE/Contract

We are currently recruiting for an Incident Management position to meet the demands of the growing technology production services responsibilities.

Overview of the Role

This person will be someone who will be responsible for managing incidents and will report to the Service Manager for Information Technology Relationship Management. You will be working closely with colleagues across the Technology department, various business units and with our client facing teams. You'll be required to work in a dynamic environment ensuring standards and controls are strictly followed.

You will be responsible for leading and driving incident calls across a busy department for our applications and infrastructure. This will involve facilitating and leading bridge calls to restore service as quickly and as safely as possible. The role will operate on a 24 by 7 basis and will involve being on call at least once every four weeks.

The role will involve providing detailed timelines to our Problem Management team to ensure root cause is determined and any corrective actions tracked and will be highly visible to senior leaders within our organization.

Core skills:

• Experience of working in financial services industry
• Strong incident background and experience of Incident Management in enterprise transformation
• Understanding of Problem Management
• ITIL v3 or V4 accredited
• Knowledge of any incident tracking system such as ServiceNow
• Excellent excel skills
• Reporting skills desirable

Soft Skills:

• Excellent verbal and written communication skills
• Has the right attitude towards the role and is willing to support all products and any ad hoc tasks
• Demonstrates the ability to work with cross-continental, cross-culture support teams with a proven ability to liaise and coordinate between disparate and multi-disciplined teams
• High level of professionalism when communicating with external clients and internal users
• Results oriented, leading by example with excellent analytical and problem-solving skills
• Maintain an attitude of continual service improvement to help suggest improvements and drive change