Incident Manager - London, United Kingdom - Computappoint
Description
ContractDuration: 6 -12Months Hybrid Model: 3 days in London Office - 2 days remote A leading Financial Services organisation in London is seeking an experienced Incident Manager who will be responsible for the use of incident and problem management processes as well as establishing reporting processes to actively identify and manage service trends and risks and recommend interventions before problems impact service levels
Responsibilities:
Monitor and respond to IT incidents reported by users, systems, or automated toolsCoordinate the incident management resolver teams and assign roles and tasks according to the severity and urgency of the incidentFollow the established incident management procedures and best practices, and ensure compliance with IT policies and standardsEscalate major incidents to senior management and relevant stakeholders, and provide regular updates and reportsDocument and maintain records of all incidents and their resolutions, and identify trends and patternsEvaluate and improve the incident management process and tools, and provide feedback and suggestionsProvide training and guidance to the incident management team and other IT staff on incident management practices and protocolsCollaborate with other IT teams and departments to ensure alignment and integration of IT services and processesOwn and drive the resolution of incidents by leading the technical and functional teams, facilitating collaboration and communication, and ensuring timely and effective actionsTrack and report on the progress and status of incident resolution, and communicate any risks, issues, or delays that may affect the service restorationEnsure that the incident resolution meets the agreed service level agreements (SLAs) and quality standards, and verify the satisfaction of the end users and stakeholderConduct post-incident reviews and lessons learned sessions, and implement the improvement actions to prevent recurrence of similar incidentsSkills: Strong and confident communicator both verbally and in written form.
The successful candidate will need to have strong influence across the organization and will need to communicate complex technical problems to users and senior managementExcellent problem solving, analytical and critical thinkingGood judgment and clear decision making abilityAbility to explain complex issues to wide ranging audience.
Ability to drive multiple tasks in parallel and to prioritize workload in order to meet deadlines and to manage expectations.
Strong numerical competencyAbility to confidently consider options and drive decisions within high pressure situations Ability to work under pressure and to remain calm in times of crisisServices offered by Computappoint Limited are those of an Employment Business and/or Employment Agency in relation to this vacancy