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Job ID7502BR
Job TitleIncident Manager
Position TypePermanent
Business BrandMultiple Brands
DepartmentIT Support
SalaryUp to £35,000 + 7% Bonus + Pension & Onsite gym
About Us

We've been finding a better way for over 130 years.
Now it's your turn...

Part of a FTSE 100 financial group who've been in Bradford since 1880, we exist to help people when others won't. We're a trusted and ethical lender '“ lending to our customers face to face, and making sure the loans we offer are manageable, understandable, and exactly right for them. It's this personal, responsible approach that really makes us different. And, joining our team, you'll be a big part of this.

About the Role

A new opportunity has arisen for an Incident Manager to join our head office in Bradford. You will be responsible for managing incidents, providing high levels of service quality, and producing trend reporting to reflect service levels. This is a really exciting time to join the team - it's a fast paced, motivated team environment and you'll be working alongside highly driven and energetic consultants.

Responsibilities will include monitoring open call queues across the department and ensuring that they are progressing within the teams, prioritising open incidents according to both SLA timescales and appropriate business needs, agree, co-ordinate and ensure appropriate communication updates go out against agreed timescales, use major incident process and create, co-ordinate and organise a crash time for incidents which are classed as major and undertake lessons learnt.

Other duties will include managing the Service Improvement Plan for incidents, review why SLAs are missed and escalate to team managers where tickets are out of or approaching SLA with escalation to the loggers and resolvers via the team leader, provide feedback on quality of Incidents to both Service Desk and the Resolver Groups, trend the quality of the ticket and the quality of the SLA setting and contribute to the PWG, produce and Annotate incident reports, and Identify, create and report on Incident Trends.

Skills and Experience
The successful candidate will have the following skills and experience:
  • Strong experience with Incident Management.
  • Strong experience with Major Incident Management.
  • Experience with Problem Management.
  • ITIL processes.
  • Self-management and organisational skills.
  • Willingness to develop and learn new skills.
  • Experience of Report Production.
  • ITIL Foundation.
***This role qualifies for an on-call allowance***

The benefits

The satisfaction of working for a successful and ethical business who are here to help people is a big benefit of joining us, but it’s not the only one. We’ll invest in your development – giving you the support and training to become better and better at your job. We take the work/life balance seriously, with plenty of flexible working options. And, working in a bright and refreshingly relaxed environment, you’ll find your opinions are valued and listened to.

On top of all this, we’ll give you a package including pension and bonus schemes, and a whole range of other benefits besides.