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Complex Incident Manager

  • Salary: £39333 - £40333 per annum + Benefits
  • Job type: Permanent
  • Location: Croydon, Surrey
  • Sector: Infrastructure & Support
  • Date posted: 23/11/2017
  • Job reference: J377933A

As Complex Incident Manager, you will help ensure that a high quality Incident Management process is consistently delivered across the Home Office estate. You will also play a central role in shaping the best practice operating model for incident management in support of a wider transformation programme.

You will be an experienced Incident Management practitioner who is highly skilled in the hands on aspect of the role and also able to guide and develop others with less experience.

You will have strong relationship management skills and extensive experience of working with multiple internal and external suppliers. Experience of working in a Service Integrator role in a Service Integration and Management (SIAM) type model will be highly advantageous.

The Home Office is a unique and highly rewarding place to work with a strong commitment to training and staff development.

Role:

  • Minimize service disruption and business impact to Home Office Data Digital & Technology (HO DDaT) delivered services.
  • Ensure high quality and timely incident communications are produced across a variety of channels.
  • Facilitate effective post incident resolution activities to ensure quality handover and interaction with Problem Management and other Service Management processes.
  • Build and manage effective relationships with internal/external suppliers and business and technology stakeholders.
  • Drive the identification and implementation of tooling enhancements to support the Incident Management process.
  • Drive Continuous Service Improvement activities to identify and deliver opportunities to improve process.
  • Act as a champion of data quality and contribute to defining and measuring KPIs to support core Incident Management objectives.
  • Assist in the mentoring and development of staff within the incident management team.

Essential Criteria

  • ITIL Foundation qualified
  • Demonstrable experience of a senior level incident management role within a large and complex IT estate.
  • Proven ability to communicate complex technical incidents to senior and non-technical stakeholders.
  • Demonstrable success in identifying and implementing process improvements.
  • Extensive experience building and maintaining relationships with internal and external IT stakeholders (customers, colleagues and suppliers).
  • Strong general knowledge of IT hardware and software
  • Experience of contributing to tooling enhancements to support reporting and process improvement activities.

Desirable Criteria

  • ITIL Expert qualified
  • Experience of Border IT Services
  • Experience of Immigration IT Services
  • Experience of Home Office Platforms
  • Experience working with Service Now
  • Practitioner experience working in a Problem Management role.
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