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IT Incident Manager 24x5

Computershare Technology Services Ltd
Closing date
23 May 2022

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Technology & New Media
Contract Type
Full Time
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Location: Edinburgh City Centre (50% Hybrid role)

Role Title: IT Incident Manager 24x5

We give you a world of potential

Computershare have a rare opportunity for experienced IT Incident Managers to join us on a permanent basis in Edinburgh City Centre.

We have now placed 4out of 5 positions, and have a remaining 2 roles to fill for our brand-new function that is being set up within our Global IT Service Management (ITSM) team, supporting all IT Incidents and Problems across our global locations. You will work closely with our on-site Global Service Desk to provide a fast response to materialising Major Incidents.

As Ive said, this is a brand-new function for us, meaning that the role has the ability to be shaped by the team, with a focus on ensuring continuity of service, great (internal) customer experience and aligning to best practices.

Even though this role is primarily focused on IT Incidents and Problems, you will work closely with the wider IT Service Management teams, ensuring that you get variety, flexibility and opportunities to use your skills outside your immediate reporting line.

Due to our Incident Managers need to be available for incidents globally, you will be part of a shift-based rota covering 24x5, with on-call rota at the weekends. More information can be given on this at application stage.

A role you will love

We are a busy team and operate in a fast-paced and ever-changing environment, so you will be readily adaptable, accepting of change and able to manage conflicting priorities. Dont worry though, we do this through working collaboratively as a team and ensuring we have fun along the way.

As one of our IT Incident Managers, you will be at the forefront of an efficient and effective IT Incident and Problem Management process which maximises the effectiveness and quality of the service we provide our internal Business Lines.

Your primary focus will be managing Major Incidents and demonstrating leadership across geographically disperse teams of technology professionals to restore service as quickly as possible to support our Business Lines. This will involve delivering a consistent and well communicated approach to the management of those Major Incidents to end users and key Business and Technology stakeholders. Post Incident Reporting is also a crucial activity to provide reassurance of root cause mitigation and help our varying departments communicate effectively with their clients.

Other focuses will include Problem Management and the ownership of all (incl non-major) incidents across our global teams, avoiding backlogs and creating efficiencies where possible.

As a senior member of the IT Service Management Team, you will act as a role model to promote best practice and support junior peers in delivery of their goals, providing mentoring and coaching support to develop people where necessary whilst also supporting the CTS Managers to develop and mature their processes.

What will you bring to the role?

You will demonstrate leadership experience as an IT Incident Manager or have worked within a similar role where the comparisons between the role and your skills are clearly identifiable.

IT Service/Incident Management will be something that you know, and youll have a solid understanding of the multiple ITIL aligned disciplines, especially Incident, Problem and Change.

We cannot highlight enough the importance of being able to build long lasting relationships with stakeholders and business users. You will be passionate about driving service excellence and good customer outcomes and you will demonstrate your ability to influence change, mediate, and manage multiple layers of stakeholders through difficult situations.

Other required skills and experience include;
  • Experience of ITIL process design & implementation
  • Ability to influence at peer level and above, in order to drive through change and alignment to process with all other areas of Technology Services at a global level
  • Experience of managing teams who need to collaborate across multiple locations
  • The ability to prioritise and delegate when needed
  • Outstanding communication skills, both verbally and written
  • Experience of Service Now is highly regarded

If you thrive in an Incident Management space, and enjoy working through issues to an end result, this could be the role that youve been looking for.

A company to be proud of

Computershare (ASX:CPU) is a world leader in financial administration with over 14,000 employees across 21 different countries delivering expertise to over 40,000 clients.At Computershare, its more than just a job, our open and inclusive culture means that we will help you to grow, to move forward and make the most of the world of opportunities we have available. With infinite possibilities, we could take you anywhere.

Rewards designed for you

Employee Share Plan.Set aside salary to purchase shares in our company and youll increase your investment when you receive a generous company contribution towards additional shares.

Health and Wellbeing. Ourhealth and wellbeing rewards can be tailored to support you and your family.

Save for Your Future.We will support you along your retirement savings journey.

Paid time away from work. Our employees enjoy a competitive paid time off package, including a day each year to volunteer time for a good cause that is important to you.

Employee Discounts.Weve partnered with other organisations to offer you extra savings. Enjoy discounts with banks, car manufacturers, on flights, accommodation and days out as well as with many big brand shops.

Extra Rewards.From tuition reimbursement to cash bonus recruitment referral programs, our comprehensive benefits package offers a multitude of options.

Compensation.Around £60,000

A diverse and inclusive place to work

Computershare celebrates the diversity of ourpeople,and we welcome applications from everyone.
We believe that having a culture of inclusion is essential in delivering good results. Attracting, retaining, and developing a diverse workforce where employees feel valued, respected, and empowered allows people to reach their full potential. As a business this diversity helps us to better reflect and understand our customers needs to allow us to drive better outcomes.
We are happy to accommodate individual needs during your applicationjourney. If you require disability accommodations or adjustments, please email us at TalentAcquisition@ detailing your requirements and contact information.

Computershare is an equal opportunity employer. Qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, protected veteran status, or other characteristics protected by applicable law.


Weve kept our business running during the pandemic by moving most of our employees to remote working, and by creating and maintaining a safe environment for those people who need to be in the office. We carefully limit the amount of people at our locations and ensure that those who cannot work remotely are kept safe with proper distancing and protective equipment.

In most circumstances we are currently performing all interviews, assessments, and background checks online to ensure the safety of everyone involved. Should you be successful in securing a role and it can be performed from home, we will arrange for equipment to be sent to you and your onboarding and training will be provided remotely.
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