Incident Manager

Job Description

We are looking for an Incident/Problem Manager for a Level 3 Application Support and maintenance engagement on a major Digital Service Transformation Programme.

Things we want to see in your experience

  • Demonstrable customer management / service skills
  • Experience of working within a busy support and maintenance environment (preferably in application support and maintenance context) in an Incident/Problem Manager role
  • Good understanding and awareness of the Incident/Problem Management process and procedures
  • Ability to communicate, coordinate, and drive Incident/Problem workflows between Level 2 and Level 3 application support teams to achieve highly responsive incident and problem resolution
  • Good organisational skills plus the ability to motivate people to provides solutions
  • Experience of working in a large, dynamic, and fast-moving organisation
  • Good interpersonal, communication, and presentation skills
  • Experience of working directly within, or with public sector / .gov customers as a client, would be advantageous
  • Knowledge of Service Transition would also be advantageous

Role and Responsibilities

  • Responsible for coordinating the Incident/Problem Management workflow in a busy Level 3 Application Support and maintenance team
  • Managing the interface and collaboration between Level 2 team as well as peer Level 3 support teams
  • Workflow manager for the implementation and execution of day-to-day Incident/Problem Management activities
  • Working together with Service Delivery Manager/Service Leadership team, act as point of contact for all major incidents
  • Responsible for preparing and presenting service management-related performance reports, including incident volumes, root cause analyses/known errors, service improvements
  • Act as the first stage of escalation for incidents
  • Monitor the workload and performance of Level 3 engineers
  • Monitor the incidents to ensure that the Service Level Agreement are respected
  • Identify, initiate, schedule and conduct incident reviews, as necessary
  • At the direction of the Service Delivery Manager/Service leadership team, drive service improvement activities such as “shift left” and proactive problem management/incident volume reduction initiatives
  • Manage and monitor Incidents and Problems relating to newly Transitioning services moving through Transition (Public Beta, Early Life Support, etc.) into Live Service.