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Incident Manager, Birmingham



Birmingham, United Kingdom 

Job Category:

Information Technology


€30,000.00 - €35,000.00

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Job Description:

Incident Manager – Birmingham - £35-40,000 + on-call

I’m looking for an ITIL Incident Manager for a growing IT services company based in Birmingham.

The ITIL focused Incident Manager is responsible for looking into and resolving P1’s and other important customer incidents that occur. Working closely with the front line IT Service Desk and within a busy IT Operations team who take all of the initial contact from the customer when there is an IT incident. The role is focused on promoting excellent customer service and first rate communications, in-line with incident management processes. The role is responsible for the ownership of the incident management process, and includes:

* Identifying deviations of the process;
* Identifying areas for improvement;
* Ensuring process documentation is current and up to date.

The role also has some management responsibilities and will work with their own line management to review the IM team objectives, individual team member’s performance, and overall performance of the IM process and team performance. There will be a strong focus on customer service ethics and ensuring communications with customers is a key priority.

Key responsibilities of the ITIL Incident Manager:

* Working closely with the IT Service Desk team and supporting them when incident occur
* Ensure team members understand and are aware with relevant ITIL process and best practice;
* Ensure that documentation is kept up to date;
* Ensure that the team maintain customer and contract information;
* Ensure the team update and maintain customer specific process (eg. escalation processes);
* Ensuring all P1 (Major) incidents are documented adequately and reviewed;
* Able to work a 7.5 hour shift between 8am – 6pm Monday to Friday and able to join a 1 week in 3 / 4 on call rota. There is a £300 payment when on call so worth c£3,000 - £3,500 per year

Ideal candidate:

* Strong experience of ITIL
* Background in multi-client environment / MSP
* Experience of incident management
* Experience of change management (desirable)

Salary on offer is £35-40,000 + on-call + benefits

Looking to move ASAP so please send me your latest CV and I will call you to discuss further.

Joel Hughes IT Recruitment Consutlant- 01384 246254-

Key Words:

ITIL – Incident Manager – Incident – Change Management – MIM – Major Incident Management – Change – Service Delivery – Service Desk
Company Info
Concept Information Technology

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