Incident Manager

Job Description

• Provide leadership and direction during incidents, maintaining an overall incident perspective and ensure the Incident Management processes are followed.
• Deliver results and achieve SLA/KPI performance by focusing on the effective cross-functional team working
• Coordinate/facilitate the communication process as well as the escalation process during the course of a high priority incident.
• Proactively monitor incident resolution, analyze and highlight trends and root causes to the Service Desk Manager/Problem Manager and/or relevant support teams.
• Produce clearly written post incident documentation within the agreed timescales, assisting with Problem Management initiated review sessions where possible.
• Compile and publish weekly / monthly operational reports detailing high profile outages.
• Champion Three’s quality standards and service management processes ensuring compliance across all operational teams.

• Extensive experience in a fast-paced operations environment working within an ITIL framework with a solid understanding of the Incident Management process.
• Strong analytical capabilities, highly organized and excellent relationship management skills
• Energetic and proactive with a "can-do" attitude
• Experience of ITSM toolsets, preferably BMC Remedy
• Proven ability to engage and partner with senior stakeholders across any number of business functions.
• Rational & calm under pressure

• ITIL Qualifications
• Experience of ICT / and or Mobile Network Technologies