Incident Manager

Salary: up to £45,000



The post-holder will work across the business setting standards and establishing processes and procedures that support a consistent approach to Problem Management working within an ITIL framework. The role will work closely within the Service function through effective incident management and risk management. Working with other departments for the establishment of critical care teams when required and management of the service desks.

 

Experience and Skills:

 

The post holder must have knowledge / experience of:

 

·         Strong relationship building, influencing and negotiating skills

·         Problem solving techniques

·         Ability to collaborate with staff at all levels to work either as part of a team or independently as required by the task at hand

·         Good documentation skills

·         Strong written & verbal communication and interpersonal skills

·         Good working knowledge of MS Office applications (i.e. Outlook, Word, Excel, Project and Visio)

·         Excellent Incident Management experience

·         Previous experience managing a service desk with demonstrable results

·         ITIL Foundation

 

Desirable Skills

 

It is desirable for the post-holder to have the following skills:

 

·         Specialist Certification in ITILv3 Incident Management/IT Operations

·         Knowledge of JIRA

·         Previous Incident Management experience for multiple service desks

·         Excellent experience of ISO Compliance

·         NHS experience with a sound understanding of the business processes

·

Role Description:

 

·         Overall accountability for Incident Management Practice (ITILv4) and risk identification and management of related incidents

·         Responsible for the management of critical care incidents (Medium risk or higher incidents)

·         Responsible for the management of the service desks providing direction, target setting and reporting

·         To act as an escalation point and single point of contact for critical care incidents (Medium Risk Incidents or above)

·         To ensure compliance to ISO standards, specifically ISO:13485, 9001, 20001, 27001 for the management of incidents

·         Management of Post Incident Reviews in line with ITIL Incident Management Practice

·         To engage service support team and problem management when required for investigation of root cause fixes



Job Title: Incident Manager

Location: Home based

Salary: up to £45,000

Job Type: Permanent

Job Reference: LH10311



Wilde Associates is working in the capacity of an Employment Agency for this role