Incident Manager Contract

Role:                    Incident Manager

Location:            London – Onsite (maybe some flexibility)

Duration:            12 Months

Rate:                    Market Rates (Inside IR35)

Other:                  Shift work & On call will be required to be worked on a Rota basis.

The purpose of the role is working under guidance as part of a technical team working across complex infrastructure environments to ensure the rapid and effective resolution of largest incidents; and carry out global co-ordination, analysis of service collisions and monitoring of the execution of the changes until their closure

Accountabilities

• Assisting in the management of IT incidents to minimise disruption to services and restore normal operations as quickly as possible.
• Receiving and documenting incident reports, prioritising, and categorising incidents according to severity and impact.
• Communicating with stakeholders and end users regarding incident status and resolution, documenting incident response procedures and best practices
• Coordinating with technical teams to diagnose and resolve incidents, escalating critical incidents to higher level support to management, analysing trends within incident data, uncovering root causes and acting upon these
• Organising and chairing Post Incident Reviews (PIRs) with a focus on ‘lessons learned’
• Ensuring toolsets are updated regularly and accurately
• Participating in post incident reviews to identify root cause and prevent recurrence.
• Delivering high quality presentations (verbal / written) on timelines, cause and resolution

•          Contributing to continuous improvement of incident management processes. Performs tasks to set up, operate, monitor, troubleshoot and execute preventive maintenance on the entire platform in accordance with         established procedures and guidelines.