Incident Manager

01 Mar 2019
30 Mar 2019
Contract Type
Full Time
Becoming an Incident Manager with CapitaCapita IT & Networks:

You will be reporting operationally to the Service Delivery Process Manager on a day to day basis, working as part of our Incident Management team, taking ownership of incidents and acting as the conduit of information flow between Service Delivery Managers and Recovery Managers while managing the lifecyclelifecycle of the incident.

In addition, you will be responsible for ensuring the timely progression and resolution of all high severity incidents in line with the agreed Incident Management Process and assist with the development and implementation of process and service improvements across the team.

What you will do:

You will promote the use of and adherence to the Incident Management policy and process within the business so that;

* Incidents within the Customer ICTICT infrastructure are proactively and reactivelyreactively identified and recorded

* Incidents and Problems are prevented from occurring and recurring by establishing root cause and implementing permanent solutions or workarounds-possible move to Problem

* Solutions and workarounds are published throughout the business to promote organisational learning

* An understanding of Service Level Agreements and their application-expand as critical function

* Design, develop and promote the Incident Management policy and process

* Design, prepare and conduct training courses relating to Incident Management and the appropriate usage of the Service Management toolset

* toolsetEnsure adherence to all facets of the Incident Management process and address/report breaches as appropriate

* Manage the effective functioning of Incident Management activities across all service delivery units

* Responsible as the Major Incident Manager in the event of a major incident taking place in nominated account

About you:

* Overall knowledge of server operating systems, mail solutions, database solutions, eSecurity eSecuritysolutions, LAN/WAN technologies, storage/backup technologies and client devices/software

* Proven customer support experience in a large scale and diverse environment, with a particular emphasis on the use of Incident Management processes and related disciplines

* Knowledge and use of Service Desk management software.

* An understanding of Service Level Agreements and their application.

* Excellent interpersonal skills, with the ability to communicate clearly and effectively to both IT and other staff members.

* Strong service attitude; builds lasting customer relationships, strives for efficiency and effectiveness.


* ITIL ITILv3 v3Foundation accreditation

* Understanding of ITIL ITILv3 v3Service Operations processes and dependencies, including Service Desk, Incident Management, Change Management, Configuration & Release Management, Security Management

About Capita CapitaIT & Networks

Capita CapitaIT & Networks are a division of Capita Capitaplc,plc delivering a portfolio of IT infrastructure and network solutions covering everything from strategic and technical consulting, through to full outsourced solutions. We’re currently one of the top five providers in the industry, and a market leader within the UK public sector with the number one market share in local government, education and health. We need your technical know-how to support us in offering our exceptional, scalable scalablerange of capabilities.

What’s in it for you?

* A competitive basic salary

* 23 days holiday (rising to 27) + holiday buy scheme

* Pension, life assurance, holiday buy, a cycle2work cycle2workscheme…and scheme…andplenty more

* Voluntary benefits designed to suit your lifestyle – from retail and socialising, to health & wellbeing wellbeingand leisure discounts

What we hope you will do next

Help us find out more about you by completing our short application process – click apply now. We understand you might have some questions before taking the step to apply – you can contact Michael Rosbotham Rosbotham on (phone number removed) for guidance.

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Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.

If you are successful with your application, you will need complete Capita's vetting and screening checks. This will include, but not be limited to, Reference Checks, a Criminality Check, Financial Probity Check, Sanctions Check and Media Check

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