Group (Business) Incident Manager

Group (Business) Incident Manager- 10 Months (Inside IR35)- Fully Remote

Harvey Nash's client is recruiting for a Group (Business) Incident Manager on a 10 month contract.

Main Responsibilities

• Actively lead or support Senior Group and Major Incident Managers on Bronze or Silver 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.
• Supporting the Senior Group and Major Incident Managers to provide timely updates to business stakeholders on incident status, service impact and actions/timelines to restore service through the appropriate communication channels
• Supporting the Senior Group and Major Incident Managers ensure appropriate escalations are undertaken in accordance with the organisation's 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.
• Day to day monitoring of tools such as Servicenow, Teams channels and Downdetector to enable early detection of incidents.
• Supporting enhancements to the Group Incident management procedure & Framework.
• Ensuring a continuous improvement mindset across the Information Service Management team, identifying opportunities to enhance processes which could add value to the team, and wider TOCS, improve customer experience, efficiency and ensure regulatory compliance.
• Prioritising demands and deliver in a fast moving and challenging environment.
• Will be required to work OOH/Standby to support incidents and major IT releases.

Key Skills

• Group (Business) Incident Management experience.
• Strong leadership and development skills and experience.
• Ability to cope with multiple priorities in a rapidly changing and dynamic environment.
• Strong communication skills.
• Experience of Partner engagement through Incidents, PIRs and/or Service Reviews
• Tenacity, resilience and flexibility

This role falls inside of IR35 and is fully remote working. Please for this role you must have or be happy to get a Basic Disclosure Scotland. To apply, please send your CV using the link.