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Event/ Incident Manager (IT)

Premium Job From Michael Page
Recruiter: Michael Page
Listed on: 22nd July
Location: Liverpool
Salary/Rate: £31000 - £39000
Type: Permanent

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This role will manage the lifecycle of all Events on the organisation's IT estate from detection through formal investigation to resolution/remediation. This role will proactively monitor and manage Events (alerts, notifications and log data) generated by systems and appliances, removing extraneous and false-positives, and determining which Events should be treated as Incidents. Client DetailsMichael Page are delighted to be partnered with a UK government body to support on the recruitment of multiple technology positions. As part of this recruitment drive, we are currently looking for an Event Manager.DescriptionThis role will manage the lifecycle of all Events on the organisation's IT estate from detection through formal investigation to resolution/remediation. This role will proactively monitor and manage Events (alerts, notifications and log data) generated by systems and appliances, removing extraneous and false-positives, and determining which Events should be treated as Incidents. Trending and analysing Event data will allow the visualisation of infrastructure and service performance with the aim of pre-empting incidents and problems, developing corrective action before the events causes an impact. Supporting the incident management process, the role will manage incidents coordinating 1st, 2nd and 3rd line teams to investigate, determine root causes and rectify. This role will be very user/customer focused, mindful of the impact Incidents and Problems have on business processes and activity, and proactively resolving events before they impact the organisation.Duties include:* Deputise for the Major Incident Manager and support the incident and major incident management processes
* Manage the lifecycle of an Event from detection, through formal investigation and resolution/remediation
* Develop and utilise the suite of monitoring and management tools that will alert/report when an Event has occurred
* Coordinate and determine with 1st, 2nd and 3rd Line technical teams which events to investigate and corrective action that may need to be taken
* Establish any alerting thresholds in the technology infrastructure that can provide adequate warning of an impending Incident and/or Problem
* Develop any filtering that can remove extraneous events from consideration
* Develop trend reports that can inform Incident Management, Problem Management, Availability Management and Capacity Management processes
* Coordinate with Security Operations Centre actions required a consequence of alert from a security appliance or behavioural analytics
* Manage the investigation and analysis of an Event
* Prioritise the work of technical teams to analyse and take corrective action on an Event
* Support the Incident Management (Corrective Maintenance) process, diagnosing the root causes of incidents, developing work arounds and fixes, to return applications and users to an operational condition
* Ensure that stakeholder and user communities are informed about any Event that may impact business processesKey Outcomes* Events managed to SLAs/OLAs
* Events are categorised, prioritised and the business impacts identified
* Events are resolved in priority order and to SLAs/OLAs
* Users are supported and receive regular communicationProfileEssential:* ITIL v3 Foundation Certificate
* Proven experience of managing Events
* Proven experience of the Incident and Problem Management processes
* Excellent oral and written communications
* Excellent knowledge of Microsoft OfficeDesirable:* Knowledge and experience with PRTG and ServiceNow

Application Process:

We'll assess you against these behaviours during the selection process:Changing and ImprovingMaking Effective DecisionsCommunicating and Influencing
Office Locations:Bootle, Buxton, Leeds, London, Sheffield, York**Regular travel to Bootle will be required**Job Offer£31,663 to £35,906 + Posts in London receive an additional £4,378 London Weighting AllowanceLearning and development tailored to your roleAn environment with flexible working optionsA culture encouraging inclusion and diversityAccess to the highly competitive Civil Service Pension Scheme to which the employer contributes 27.1%, far more than in the private sector.Family friendly policies and working hours to help balance your home life and career25 days annual holiday increasing to 30 days after 5 years' service, plus bank holidays and 1-day Civil Service privilege leaveParental leave benefits: Maternity, adoption or shared parental leave of up to 26 weeks full pay followed by 13 weeks statutory pay and a further 13 weeks unpaid, and paternity leave of 2 weeks full pay. **Successful candidates must pass a disclosure and barring security check.*****CLOSING DATE: 11:55 pm on Sunday 25th July 2021***