Incident Manager

Description

• Responsible for supporting the Senior Major Incident Manager on a 24 x 7 days / on call round the clock for the delivery of the Operations Centre Services to the business customers, providing stability and adherence to agreed service SLAs / KPIs across Service.
• The Major Incident Manager will act as the interface between L&G and 3rd Party Suppliers during Major Incidents and will have end to end responsibility for the Management, Communication, Escalation, Investigation and Resolution, ensuring Business/Customer updates are timely and of sufficient quality, arranging discussions and updates as required.
• The role will work closely with the Business Unit ITSM’s to assist them with timely updates on Incidents for onward communication to the Business Communities and will be the primary contact for all follow up Incident questions.
• This role will work with Problem Management to document post incident recovery steps (via a PIR) to establish Root Cause, aid in Process improvements, identify deviations and to enable creation of a Knowledge Base/Known Error Database (KEDB).
• Work with Service Desk and Level 2 Incident Management Resolver Team(s) to ensure that Service achieves the defined performance targets.
• Continually work to build effective, positive working relationships with both our Service Partners and the wider IT communities, to enable us to deliver a fantastic customer service and be viewed as a single, valued IT partner.
• Responsible for contributing to the success of Service Operations (Major Incident, Problem, Availability, Event and Knowledge Management) activities within the team, and undertaking Continual Service Improvements as a day-to-day activity.

Responsibilities

• • At least seven years’ experience working in IT service management, or a similar role.
• • Strong knowledge of IT service management software including ITIL and COBIT.
• • IT Infrastructure, including in-depth understanding of associated technologies and architectures.
• • Experience of working with and managing tier 1 suppliers.
• • Have extensive experience of working in an IT Operations environment.
• • Broad experience across IT systems and products with a deep technical operations background.
• • Managing and interpreting performance to enable business improvements.
• • Experience of acting as an escalation and resolution point for Major Incidents and service-related matters