About The Role
An exciting opportunity has become available for an experienced Incident Manager to join the HomeServe Technology & Change Team! The primary purpose of the Incident Manager is to be responsible for introducing and championing the end to end incident management process.
You will be responsible for maintaining process standards and procedures for all elements of the Incident Management process (including Major Incident Management).
Your key focus & deliverable is to ensure as a business HomeServe's technology service is resilient, performant with high availability delivered to achieve the right outcomes for our customers, by proactively introducing counter-measures as soon as possible if operating and service levels are likely to be breached.
You will be joining a highly successful service focused IT Service Delivery team who are undergoing significant investment and expansion to ensure we have best of breed technology and the right team. Own the end to end Incident and Major Incident Management processes, including Service Now configuration design
Drive improvements to ensure the customers journey and experience is seamless from start of incident creation to resolution
Be the Major Incident Manager during core working hours, ensuring that mean time to resolution is rapid and impact to our customers is minimal
Leads investigations of serious incidents, engages with external parties, issues responses and notifies others of their actions.
Conduct post incident reviews for Major Incidents, capturing improvement initiatives and driving them through to completion
Attend CAB meetings, including ECAB meetings making sure we support the business strategy whilst maintaining safe stable service for our customers
Collaboration between technology team leads for Incident investigation and action plan creation
Convening and communicating with Senior Management as needed or requested, in addressing the incident issues that arise
Undertake daily triaging to create action plans that will prevent incoming demand into the Internal IT team
About The Candidate
What experience is needed in order to be able to do the job?
Essential An experienced ITIL Incident Manager with a good record of success in the role
ITIL v3 or v4 qualification, and demonstrate use of working within the framework
Vast current experience of Service Now
Confident and demonstrable experience of handling Major Incidents
Good negotiating and influencing skills
Confident in challenging others, whilst at the same time maintaining and building a professional relationship
Skilled at relationship building and conflict resolution
Ability to translate technical information into non-technical language
Good understanding of technology
A clear and calm communicator able to deal with people at all levels of the organisation
A methodical approach with strong documentation skills, with excellent written skills.
Highly self-aware and emotionally intelligent, you understand your impact on others and take time to understand all colleagues and help them to operate at their best.
Passionate about ensuring the business delivers a great customer service and experience.
Desirable Good understanding of IT Infrastructure & Cloud solutions
Experience of working in a DevOps environment
Experience of working with different project frameworks; agile, waterfall etc
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