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Incident Manager (Global Incident Management)
Location: London
Overview:
The Global Incident Management (GIM) function ensures a timely and effective response to major incidents, aiming to restore normal service operations as quickly as possible. The team is responsible for overseeing the Major Incident Management process, ensuring compliance with established processes/procedures, operating a "follow the sun" service model across three regions to provide 24/7 and 365-days support.
The UK Regional Lead is an integral part of the Global Incident Management Function within Operations Management, Technology, Data, & Innovation (TDI).
The UK Incident Manager role is the point of escalation, overseeing, coordinating, and resolving Information Technology (IT) Major Incidents during the UK time zone, ensuring operational stability and minimizing service disruption.
As the Incident Manager, you will participate in the weekend management on-call escalation Rota and form an integral part of the management team.
What We Offer You
- A diverse and inclusive environment that embraces change, innovation, and collaboration
- A hybrid working model, allowing for in-office / work from home flexibility, generous vacation, personal and volunteer days
- Employee Resource Groups support an inclusive workplace for everyone and promote community engagement
- Competitive compensation packages including health and wellbeing benefits, retirement savings plans, parental leave, and family building benefits
- Educational resources, matching gifts, and volunteer programs
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What You’ll Do
- Monitor and ensure effective management and regular, accurate senior communication of major incidents whilst ensuring incidents are managed in accordance with procedures and controls
- Acting as the central point of senior escalation for the region
- Manage, lead, and develop the regional team ensuring effective service delivery, managing performance and development objectives effectively
- Collaborating with key senior stakeholders and Global teams to ensure adherence with Incident Management processes/controls and governance frameworks
- Driving strategic change in addition to implementing service improvements and embedding a positive organizational culture for the regional team
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How You’ll Lead
- Act as the senior escalation point for Major Incidents during the UK time-zone
- Team management – Ability to lead and develop a regional team comprising of onsite and remote resources
- Stakeholder Collaboration – Developing and managing stakeholder relationships
- Strategic Change – Drive and act as an ambassador of strategic change and continual service improvement
- Coaching and mentoring team members
Skills You’ll Need
- Advanced experience in managing a Major Incident team and in-depth knowledge of ITIL processes, including Incident, Problem, Change, and Knowledge Management
- Excellent stakeholder engagement and experience in leading cross-functional teams in a critical function and managing diverse global stakeholders with a proficiency in communicating with senior leadership and technical teams
- An ability to rapidly assess situations and coordinate incident resolution during high impacting incident events, adopting calm, controlled, and rational, especially in high demanding
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