- Monitor and respond to IT incidents reported by users, systems, or automated tools
- Coordinate the incident management resolver teams and assign roles and tasks according to the severity and urgency of the incident
- Follow the established incident management procedures and best practices, and ensure compliance with IT policies and standards
- Escalate major incidents to senior management and relevant stakeholders, and provide regular updates and reports
- Document and maintain records of all incidents and their resolutions, and identify trends and patterns
- Evaluate and improve the incident management process and tools, and provide feedback and suggestions
- Provide training and guidance to the incident management team and other IT staff on incident management practices and protocols
- Collaborate with other IT teams and departments to ensure alignment and integration of IT services and processes
- Own and drive the resolution of incidents by leading the technical and functional teams, facilitating collaboration and communication, and ensuring timely and effective actions
- Track and report on the progress and status of incident resolution, and communicate any risks, issues, or delays that may affect the service restoration
- Ensure that the incident resolution meets the agreed service level agreements (SLAs) and quality standards, and verify the satisfaction of the end users and stakeholder
- Conduct post-incident reviews and lessons learned sessions, and implement the improvement actions to prevent recurrence of similar incidents
- Strong and confident communicator both verbally and in written form.
- Excellent problem solving, analytical and critical thinking
- Good judgment and clear decision making ability
- Ability 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 competency
- Ability to confidently consider options and drive decisions within high pressure situations
- Ability to work under pressure and to remain calm in times of crisis
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Incident Manager - London, United Kingdom - Computappoint
Description
Contract Duration: 6-12 months
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:
