Senior Specialist - Incident Management & Insight
Your new role At NewDay
Reporting directly to the manager for Incident Management & Insight, the role holder delivers effective incident management & insight for NewDay and, as relevant, across the range of interactions with our 3rd parties, suppliers and retail partners.
They help to shape and review policies, processes and methodologies to provide a strong foundation for our approach, which enables both themselves and the rest of the team to operate efficiently and effectively 24x7.
They facilitate the provision of reporting in a timely fashion – acting in conjunction with the Manager across the range of reporting stakeholders.
What you’ll deliver in 0-12 months
1. Facilitate the management for the most severe incidents by driving multiple stakeholders to meet the strategic intent of the incident while working closely with the appointed Incident Lead (Director or Executive).
2. Acting as an escalation point for incidents (ie cover Incident Duty Manager role) and a member of the out-of-hours incident rota and facilitate the management of these in the same fashion.
3. Supporting incident specialists with resolution activities for incidents as and when required to do so.
4. Drive root cause analysis activities and ensure appropriate actions are taken both internally and by third parties to prevent recurrence.
5. Facilitate the provision of reporting ensuring that outputs offer good insight into what is causing incidents as well as trends in volume, impact, resolution timelines and themes.
What you’ll bring
We need knowledge, experience + expertise in:
1. Extensive experience of managing major incidents in a 24x7 365 fast-paced environment.
2. Ability to form working relationships with key stakeholders at all levels – including senior management – tailoring outputs to suit the needs of the audience.
3. Ability to remain calm under pressure and/or through any demanding challenges that may arise during the live running of an incident.
4. Experience of working with technology support teams and the ability to confidently question facts to ensure incident impacts and risks are comprehensively identified.
5. A strong communicator (written and verbal) with strong analytical and problem-solving skills.
And would love you to know or learn:
1. ITIL qualified.
2. Reporting, ideally using Microsoft Power BI.
3. Experience of using SysAid, JIRA, StatusPage, Grafana or other similar service management tools.
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