Incident Manager - Middlesex - UK

Our Blue Chip Client requires an Incident Manager to be at the centre of the Service Control Centre, this team is an exciting and demanding role critical to the Client’s day-to-day operations.

The incident managerIt requires very good communications skills, a high degree of personal organisation/commitment and a strong understanding of ITIL Service Management disciplines.

The role is not part of service desk.

The main accountabilities/responsibilities of the Incident Manager are:

To Manage / Co ordinate incident investigations / resolution and the resources involved

To be responsible for the creation/progress of agreed action plans

To Manage the incident queues and set priorities for the incident analysts

Communicate/escalate on P1/P2 issues ensuring that the communication process / OLA’s are adhered to

Responsible for the effective escalation in cases where the incident resolution progress is being hindered/stalled in any way

Responsible for the achievement of Operational Level Agreements (OLAs) with the internal resolving groups, monitoring any deviance from the standards.

Work with Team Leader to ensure the correct level of incident management resource’s are available to meet ongoing workload