Overview
Our client is looking to recruit an Incident Management & Insight Specialist in their Leeds office. The Specialist will capture information to help facilitate reporting in a timely fashion, ensuring that their outputs offer good insight in to what is causing incidents as well as trends in volume, impact and resolution timelines.
Role Responsibilities:
- Triaging incidents and facilitating the management of them
- Ensuring incidents are resolved effectively and in timeframes appropriate to priority
- Acting as an escalation point for incidents and a member of the out-of-hours incident rota
- Providing professional, relevant, comprehensive and timely communication to partners
- Building and maintaining strong collaborative relationships throughout the lifecycle of incidents and upon closure
- Operating collaboratively across the Incident Management, Problem Management and Remediation chain to ensure that hand overs in the process are smooth, well informed and work effectively
- Identifying initial views on what failed and what caused the failure and following agreed internal processes in order to share root cause insights with agreed parties, to allow for a review of Risk Registers and re-assessment of the control environment.
Required Skills and Experience
Essential
- Extensive experience of managing major incidents in a fast paced environment
- Ability to form working links at all levels – including senior management
- Ability to remain calm under pressure
- Strong communicator (written & verbal)
- Strong analytical and problem solving skills
- Experience of working with IT support teams, delivering an integrated service across the business/IT chain
- Ability to confidently question facts to ensure incident impacts and risks are comprehensively identified
Desirable
- Knowledge and experience of ITSM standard methodology
- Knowledge and experience of an ITSM toolset
- ITIL V3 Foundation
- ITIL V3 Intermediate – Service Operations
- Project Management experience