Incident Manager

Analyse, plan, monitor, and enhance the availability of IT services in accordance with the established service standards. In an ITIL-derived framework, accountable for providing excellence in all facets of the service delivery function. Provide good-quality knowledge and information about services and service assets. Incident & Problem Management

• Working collaboratively with the team, analysing historic data to identify underlying trends and initiating proactive problem management activity.

• Implement and improve Incident and Major incident response/Problem and Change Management processes. (This role requires out-of-hours on-call for incident management)

• Supporting weekly Service Forum meetings: Provide reports for agreed KPIs and review these during the meeting, discuss Any Other Business, and agree on the next steps where relevant.

• Chairing Problem Review meetings and support the Biweekly Problem Forum: Agree on potential and reported impact to Business, understand root cause or details around root cause investigation, review suitability of workarounds in place, and agree on preventive or corrective actions.

• Worked in conjunction with IT in analysing historic data to identify underlying trends and initiate proactive problem management activity, across teams, to drive improvements and reduce incident volumes

• Ensure proactive and reactive Problem Tasks are actioned in a timely manner following a Major Incident or ongoing Problem. Major Incident

• This role is responsible and accountable for the overall ownership of the Incident until resolution. Co-ordinate the MI timeline and update calls and escalations where necessary.

• Chairing Major Incident Review meetings: Review timeline of events, including 3rd party involvement/statements, agree potential and reported impact to Business, understand root cause or details around root cause investigation, preventative monitoring or event alerting, review relevant existing or outstanding risks, identify new risks, and agree preventive or corrective actions.

• Ensuring notification of Major Incidents are provided to the Senior IT stakeholders, including producing post-incident reports and timelines for the stakeholders

• Providing Post Incident Reports to Leadership Additional Duties Change Management

• Aid in Requests for Change to ensure that these meet quality and conformance standards; coordinate IT staff and Customers to ensure accurate and appropriate risk assessments and communications during changes.

• Producing detailed Post Implementation Reviews establishing lessons learnt and preventive actions to avoid repeat change failures.

• Participate in weekly CAB meetings, ensuring changes are appropriately risk-managed, prioritised, and have no adverse effect on the business. Service Reporting & Governance

• Supporting the implementation of best practice processes, service reporting, and tools in order to consistently meet Service Level Targets

• Producing weekly and ad-hoc reports for all levels of management.

Industries:Import & Export, Industrial Automation, Transportation/Trucking/Railroad