Incident Manager

Career Type: Service Desk/Support

Location: Commutable to Nottingham

In A Nutshell

As Incident Manager, you will have a clear understanding of the major incident management process to effectively respond to P1 & P2 incidents. You will be responsible for overseeing each stage of the process is handled correctly to resolve incidents quickly, thus minimising impact to clients. You should have an aptitude for picking up new technologies and procedures. As an outstanding incident manager, you should excel at multitasking and remain judicious during major incidents with a focus on the customer, ensuring the needs of the business are met. 


  • Major Incident Coordination: Take charge of leading and commanding bridge calls during major incidents, demonstrating exceptional control, coordination, and leadership skills. This role involves directing cross-functional teams, managing stakeholder communication effectively, and executing recovery strategies to ensure quick resolution and minimal service disruption. 
  • Major Incidents are managed in a prompt, efficient and effective manner to minimise business impact ensuring actions are defined, documented and incident management team are held accountable. 
  • Be available to always respond quickly to a major incident (including outside 8am to 6pm core hours), ensuring the confidence of our customers in our ability to deliver high performing and reliable services. The role with therefore include an on-call requirement on a rota basis (evenings & weekends). 
  • Support with escalations on all types of incidents where SLAs (service level agreements) are due to breach. 
  • Incidents are logged, tracked, and monitored using the Incident Management system. 
  • Stakeholders (internal & external) along with the incident management team receive regular status updates for all incidents. 
  • You lead customer update bridge meetings ensuring customers are engaged regularly throughout the lifecycle of the incident, providing effective status updates, responding to questions, setting expectations, and delivering on promises. 
  • Service Level Agreements (SLAs) are adhered to during the management of incidents. 
  • The root cause of each incident is identified and documented. 
  • Work closely with Problem Management to prevent recurrence. 
  • Post incident review documents are created and shared within customers in line with requirements. 
  • Run incident retros, recording agreed actions and statuses to ensure we are learning from the process to continuously improve. 
  • Produce MIS and performance reporting showing levels of maturity for the major incident management process and tool adoption. 
  • Supporting and nurturing process improvements and knowledge base improvements. 
  • You own the Major Incident process, ensuring colleagues understand the process, that it is well documented and regularly reviewed for continuous improvement. 

Key Skills

  • Professional Experience: Minimum of 5 years in IT Service Management, with a substantial focus on Incident and Major Incident Management in high-demand IT environments. 
  • Crisis Management Skills: Strong capabilities in managing complex incidents under pressure. 
  • Communication Proficiency: Excellent communication skills for managing internal and external stakeholder expectations during critical incidents. 
  • Analytical Abilities: Robust analytical skills for effective problem-solving and data-driven decision-making. 
  • ITIL Expertise: Strong understanding of incident response and problem management best practices and methodologies. 
  • Proven experience as an incident manager in a fast-paced environment dealing with high pressure situations. 
  • Excellent communication, interpersonal and leadership skills. 
  • Detail-oriented with the ability to work under pressure and meet deadlines. 
  • Knowledge of incident management systems and tools. 
  • Good level of understanding of the customer lifecycle for an energy supplier is desirable, or the ability to learn quickly in a fast-paced tech environment. 
  • Managing expectations of senior stakeholders both internally and externally with customer service focus. 
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