Incident Manager in UNITED KINGDOM

Incident Manager

I am recruiting for an incident manager to work for a financial services client remotely in the UK. You will assess incidents raised through ServiceNow to understand impact and if there is a requirement for management. You will also assist in ensuring that levels of incidents are managed to resolution with an understanding of root cause and facilitate post Incident reviews detailing relevant actions and identifying lessons learned.

Experience

• Actively lead or support managers on Incidents to ensure effective and timely service restoration through the Incident Management process, working with technical and business teams to agree the appropriate actions to minimise customer and operational impact.
• Support managers to provide timely updates to stakeholders on incident status, service impact and actions/timelines to restore service
• Support managers to ensure appropriate escalations are undertaken in accordance with policies
• Run and document Post Incident Reviews (PIRs) with root cause and agreed actions and actively track these actions to completion
• Provide accurate timely and relevant management reporting.
• Undertake continual service improvements of the Incident Management process.
• Ensuring a continuous improvement mindset, identifying opportunities to enhance processes which could add value to the team, improve customer experience, efficiency and ensure regulatory compliance.
• Prioritising demands and deliver in a fast moving and challenging environment.
• Experience of supporting incidents and major IT releases 24x7x365
• Experience of ServiceNow
• Experience of support IT teams, infrastructure teams and cyber security teams.
• ITIL qualifications
• A sound understanding of the Banking or Financial Services industry would be of benefit, though not essential

This role is fully remote in the UK, 10 months length in contract, rate is £500 - £534 per day via umbrella and inside IR35.