Incident Manager (NATO)

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Reporting into the Service Ops Lead, the Incident Manager will be responsible for the effective day to day running of all critical and high priority incidents based on the ITIL Incident Management framework. This is in order to restore normal service operation as quickly as possible minimizing disruption to the business.

Key Responsibilities include:

*Manage all critical/high priority Incidents throughout their lifecycle

*First stage escalation for incidents should these not be resolved in agrees service levels

*Co-ordination of the required resolver groups to ensure successful resolution

*Provide regular and relevant updates to all stakeholders covering external customers, internal management, vendors and technical resolver teams

*Set up and lead conference call or bridge communications between all involved parties as per Incident Management process

*Implement robust management procedures and communications channels

*Identify issues and risks associated with the current process and present solutions

*Work with other colleagues in particular problem management to quickly identify critical/high priority incidents and agree resolution activities

*Develop strong relationships with key team members across multiple levels

*Review Major service failures and produce Major Incident reports and improvement plans as per Incident Management process

*Act as an escalation point for resolution of ongoing. Organise and chair appropriate MI review meetings

*Engage with SME Process Owners to improve the quality of service delivered

*Proven track record of undertaking a similar role in an operational environment

*Oversees lower severity incidents

*Ability to work across 24/7 coverage via Out of Hours/On Call rota as required

*Responsible for compliance with the ISMS policy and procedures and understanding of security responsibilities and commitments

*Responsible for compliance with the Quality Policy and procedures and understanding of quality responsibilities and commitments

PROFILE

Essential skills and experience:

*ITIL Foundations certified

*Understand and work effectively in an IT Service Management environment

*Ability to work in an environment with evolving requirements and dynamic schedules

*Excellent communication skills (verbal and written)

*Leadership experience

*Strong analytical skills and ability to develop and recommend solutions for problems/issues

*Strong experience in a customer facing Service Delivery role

*Strong experience in writing and presenting MI service reports

Other skills:

*Must be knowledgeable in Information Technology Infrastructure Library (ITIL) Foundations, strong experience in the incident management process and the BMC Remedy toolset (desired)

Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take up to a minimum 10 weeks.

LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds. Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise: International Trade 2015.