Technical Incident Manager

Company Description

This is your opportunity to be part of an exciting and quickly growing international company. We develop an exciting range of niche software.

Job Summary

We are looking for a Technical Incident Manager who can always be hands on technically when required. The role is based in our network/ service operations centre - the team monitors the infrastructure for our healthcare and mobility businesses and is a key part of keeping our services running for customers.

This is a critical role within the  Network Operations Centre team that will be responsible for responding to, coordinating, communicating and leading the department’s incidents and major incidents. A broad technical understanding across service operations and hosting is essential. Due to the nature and responsibly of this role the Incident Manager needs to possess the relevant skills to maintain a calm composure with the ability to command and direct with authority in a crisis.

Responsibilities:

Coordinating and driving for resolution of all Incidents to meet customer(s) SLAs
Accurately record and update incident tickets through their lifecycle.
Generating accurate and informative incident communications and updates regularly throughout incidents.
Leading and driving support teams to facilitate the prompt resolution of incidents.
Ensuring operational pre/post shift readiness and coordinating shift handovers
Ensuring team adherence to departmental policies and processes.
Perform tasks related to securing and keeping the products, tools, and processes that you are responsible for securing.

Required skills:

Real-world exposure to incident management, problem management, change management,
Strong crisis management skills - able to lead, direct others and remain calm in stressful situations.
Knowledge and experience in multi-platform technology environments.
Ability to influence and lead technical conversations with various internal/external groups.
Must be able to assimilate information quickly, make informed decisions and prioritise accordingly.
Thrive in a fast-moving environment and cope with and react to constant change
Experience of Service Management ticketing tools (such as Remedy, JIRA, Service Now or equivalent)
Flexibility to work shifts
Must be confident, self-assured and proactive
Strong interpersonal skills, influential and assertive
Excellent communications skills - verbal, written and presentation
A ‘can do’ attitude
Energy and commitment

Preferred skills:

ITIL V3 is essential