Would you embrace the opportunity to drive improvements in incident management, providing excellent service to the end user?
Are you a proactive problem solver who would enjoy working within a dynamic and friendly environment?
If so, we have a unique opportunity available and would love to hear from you!
As Incident Management Lead, you will have a pivotal role in optimising the management and resolution of incidents across the technology estate, ensuring effective, efficient and customer centric incident management. You will be responsible for managing the life cycle of all Incidents and Requests to ensure all tickets are resolved promptly, minimising the adverse impact to the business, maintaining agreed service quality levels, and implementing preventative measures to avoid future incidents.
A key aspect of your role will involve analysing reports to proactively identify common issues, work with Problem Management to understand the root cause resolve these recurring incidents in systems and services. Identify Continual Service Improvements and work with User Experience Team in managing the improvements. You will work closely with a range of stakeholders across the agency, including Delivery Managers, User Services, and resolver groups, to implement remedies and preventative measures for all Incidents and Requests, ultimately improving the service experience for our customers.
Within your role, you will ensure a coordinated cross-team effort when overseeing major incidents, including managing escalations and reviewing communications to ensure clarity and relevance for our customers. Following the resolution of a major incident, you will work with Problem Management, and contribute to ongoing prevention and resolution strategies for future incidents.
Your key responsibilities will include, but are not limited to:
* Overseeing the Incident and Request Management process, ensuring it is responsive to client needs and updated on a regular basis.
* Co-ordinating multiple system teams, assisting with diagnosing and resolving incidents.
* Working collaboratively with the Service Desk Lead where additional assistance is required during a Major Incident, and consulting with the Service Desk Lead when resolution is implemented, and service is restored.
* Providing line management to two Incident Analysts.
* Liaising with all Technical Teams to ensure customer needs are met and that the Incident and Requests Management Process is fully communicated throughout the business.
For more information about the role and responsibilities please see the attached Candidate Pack.