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


  • 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


  • 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