High Priority Incident Manager (Newcastle)

2 days left

Newcastle Upon Tyne
15% Shift Allowance
23 Oct 2019
20 Nov 2019
Engineering, Defence
Contract Type
Full Time
The High Priority Incident Manager is part of a 24/7 team responsible for successfully managing High Priority Incidents and escalations to conclusion across the IT estate 365 days a year, working collaboratively across teams as required.
The High Priority Incident Manager will drive the process to ensure that service is restored as quickly as possible, minimising the adverse impact on business operations, and ensuring that the best possible levels of service quality and availability are maintained. They will be responsible for assessing situations, making appropriate interventions, directing and facilitating resolution activity. They will ensure this activity is managed effectively, managing the expectations for stakeholders and acting as a point of contact for business areas using language understood by those stakeholders.

Out of hours, the HPIM will be the senior IT professional onsite and is therefore accountable for leading and directing teams to effectively manage all incidents, ensuring maximum availability of all HMRC IT services for citizens and internal customers.

The role may to evolve over time, in line with business need and any wider transformation activity, therefore a high degree of flexibility is required.

This is a very visible post therefore a high standard of leadership behaviour is expected at all times.

Responsibilities include:

* Providing high quality, professional Incident Management as part of the 24x7, 365 High Priority Incident Management team

* Responsible for leading, contacting and directing the teams to effectively manage all incidents, ensuring maximum availability for all HMRC IT services for citizens and internal customers

* Quickly understanding customer issues from an IT perspective, draw logical conclusions, make sensible suggestions that meet both the client's strategic direction and customers' needs and negotiate with suppliers to facilitate change.

* Being a key participant in follow-up activities after any high priority incident has been resolved such as post incident reviews and any residual recovery activity.

* Preparing HPI communications for issue across HMRC and bespoke reports/briefings to CDIO Senior Leaders as appropriate.

* Liaising with comms teams and press office as required to ensure that they have the necessary information to manage external messages appropriately

* Contributing to the objectives of the wider SM&O team

Essential Criteria:

* Experience managing high priority incidents with demonstrable understanding of both business and service impact in a large organisation

* Experience in influencing internal/external teams within a diverse/large organisation and skilled at building strong relationships, to deliver results

* An excellent understanding of service management within a large organisation and relevant experience in IT Operational Management

* A broad understanding of Infrastructure and IT architectural principles and how it hangs together in a live environment

* Proven commitment to IT Service Management best practices, especially Incident Management and Problem Management

* Able to communicate effectively (written and spoken), using appropriate language understood by technical and non-technical stakeholders.

* Track record of delivering a customer centric service

* A good understanding of how well-written communications can help inform and guide stakeholders, peers and senior colleagues, during escalations and the investigations into underlying issues

* ITIL Foundation V3 and a solid understanding of the Major Incident Management function, as described by ITIL.

Desirable Criteria:

* A deep understanding of the various functions across HMRC and the importance of IT in underpinning and supporting business process

* ITIL Service Operations

Applications should be made by submitting a CV direct to by 1 November 2019.
CVs should clearly demonstrate how the candidate meets the essential criteria and qualifications stated above.

Applicants will be sifted based upon contents of the CV providing evidence of the essential criteria.

Interviews will be held in Telford and Newcastle.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status