Incident Manager

Concept Resourcing
Cambridgeshire, UK
Closing date
5 Nov 2020

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Technology & New Media
Contract Type
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Incident Manager - ITIL - Cambridgeshire
£30-35k + on-call + overtime + package

Concept IT are looking for an Incident Manager to join a well-established and growing team based in Cambridgeshire.

As the Incident Manager, you will be responsible for overseeing all aspects of the incident management process from evaluation to resolution ensuring operations are restored as swiftly as possible with the least impact on the business, the customer and end-user.

You must be willing to work as part of the on-call rota for this role. The role will be office based post restrictions but during COVID 2-3 days per week office/WFH.

Key Responsibilities

Create incident logs to track issues and ensure resolution
Coordinate the response to incident reports, ensuring relevant prioritisation and detail to allow for effective investigation
Lead, facilitate and chair all investigation activities, meetings, and conference calls
Manage technical resource through to resolution
Perform post review of incidents to ensure that the scale of issues is fully understood and that any associated trends are monitored
Ensure all administration and reports are maintained including post major incident reviews
Support and guidance for conducting Root Cause Analysis (RCA) with the Problem and Escalation Manager
Support the Problem and Escalation Manager with maintaining and developing tools and resources to manage major incidents effectively
Create and maintain training materials on the incident management processRequired Skills & Experience

Previous experience with Incident Management for external customers
Excellent understanding of Service Management principles
Strong ITIL experience and foundation certification or above (ITIL v3 / v4)
Technical awareness of IT/Networks
Excellent communication skills for interaction with internal and external stakeholders
Previous use of an ITSM tool (highly desirable)
Desire to learn and understand all service management principles including Problem & Change ManagementSalary on offer is £30-35k (DOE) + on-call + overtime + package - opportunity to earn £40-42k+

Looking to move ASAP so please send me your latest CV and I will call you to discuss further

James Turley - IT Recruitment Consultant - - (phone number removed)

Key Words:

Incident Manager - ITIL - Incident Management - Problem Management - Change Management - ITIL
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