FAQs
Do we support remote work?
Yes, this is a permanent, fully remote position.
What is the primary purpose of the Incident Manager role?
The primary purpose of the role is to ensure the execution of the Major Incident strategy, process, and operational delivery to an ITIL standard, ensuring a professional Incident Management capability.
Who will the Incident Manager report to?
The Incident Manager will report into the Head of Incident and Problem Management.
What are the key responsibilities of the Incident Manager?
Key responsibilities include leading a team, driving the simplification and standardization of processes, overseeing the incident management process, coordinating with technical teams, and conducting post-incident reviews.
What kind of experience is required for this role?
The role requires significant experience in Major Incident Management and a strong understanding of ITIL standards.
What is the focus of the continual service improvement mentality promoted by the Incident Manager?
The focus is on improving incident management processes to enhance the efficiency and professionalism of the service.
Will the Incident Manager interact with stakeholders?
Yes, the Incident Manager will partner with key stakeholders such as infrastructure and Business engagement managers to ensure service stability and excellence.
What are the expectations regarding incident communications?
The Incident Manager will govern the distribution of incident communications across the IT estate to ensure efficient information flow.
How will the success of the Incident Manager be measured?
Success will be measured through incident trends, performance metrics, and the implementation of measures to prevent future incidents.
Can the Incident Manager provide guidance to less experienced colleagues?
Yes, the Incident Manager is expected to provide guidance and leadership to less experienced colleagues within the team.