£550 - £600 per day
about 1 month ago
+ Location: Cambridgeshire ( 5 Days on site)
+ Contract: 12 months
+ Rate: £600 per day inside ir35
*Must hold DV security clearance for this role
We are seeking an Incident Manager to develop, manage and oversee the day to day running of the Incident Management processes within the Service Operations department of a major new programme within the organisation. You will be reporting directly to the Service Delivery Manager and offers the opportunity not only to undertake the role delivery but also to support ongoing improvement and process development within an ITIL v3 framework
Effective implementation of the Incident Management process for the programme, reporting as required to sustain the operation and provide evidence of Service Levels.
Providing Incident related information at governance meetings on a daily, weekly and monthly basis.
Planning and coordinating Incident Management related activities as required to enable monitoring and reporting.
Acting as the main Point of contact for all Major Incidents.
Working with the wider team to own, progress and close Incidents in a sustainable manner, including overview of longer term resolution work.
Engage with the Problem Manager and Agile Change Team to provide guidance and requirements relating to any long term resolution work done outside of the core Resolver Groups.
Monitor Incident rate, closures and resolutions to ensure that the Service Level Agreement are maintained.
Identify, initiate, schedule and conduct Incident Reviews
Ensure the closure and linked communication of all resolved and end-user confirmed Incident records
Liaise and interact with other ITIL process managers to ensure processes are correctly aligned to provide the best possible service.
Experience and a strong background in delivering ITIL (v3) Best Practice and experience in Service operations processes with particular focus on Incident Management.
A knowledge and understanding of ITIL (v3) functions, principles and processes.
Technical knowledge at a managerial level or experience of configuring automated tools for system monitoring and event notification e.g. OpManager, NetCool, SCOM etc.
Knowledge of Active Directory and Group Policy Objects to define security requirements;
Knowledge of VMware virtualisation.
A good Understanding of Wintel in secure environments