You will be responsible for monitoring, analyzing and reporting trends in incidents, issues and risks andcompliance with ITIL best practice, cataloguing and prioritizing remedial work in conjunction with seniormanagement to ensure a reduction in future incidents.Alongside this you will also be responsible for providing Command and Control during major and significantincidents, bringing together support teams to ensure speedy resolutionSkills and Qualifications Incident ManagementMonitor incident records to ensure they include adequate information and that thereis evidence of follow-upWork with IT line managers to ensure they are fulfilling their incident managementresponsibilitiesEnsure that incidents are managed according to proceduresLead major incident teams to find fast resolution and restore servicesChair incident management meetings Service Management Policy and Procedure DesignDraft and present management policy and processes for approval by seniormanagersmanagement measures for incident management (e.g. number of incidents/service,average time to achieve resolution, compliance with service level agreements). Information AnalysisIdentify information to be obtained and the sourcesAssess the integrity of data identifying gaps, errors and potentially inaccurate dataReport information using a variety of metrics and presentational techniques toconvey key messages and findings. Process ImprovementMeasure effectiveness of ITSM processesResearch and benchmark process design from a variety of sources in order todefine possible innovationsFollow a systematic methodology to evaluate, design and implement process ortechnology change for measurable business benefitMake recommendations based on reasoned argumentsAssess potential adverse consequences of process change. Relationship ManagementEstablish and maintain positive business relationships with a number of customers,suppliers and other stakeholdersAddress business needs and manage supply chain communications, showingempathy with all stakeholdersCollate information and feedback to understand stakeholder needs andrequirementsEnsure that stakeholders, concerns or complaints are addressed in accordance withorganizational policy. Communication and Knowledge SharingGet messages understood by adopting a wide range of styles, tools and techniquesShare information, good practice and expertise with othersUse persuasive logic to win support or change viewsDeliver difficult/unpopular messages with clarity and diplomacyListen actively and objectively without interruptingRespond to and discuss issues without being defensive. Leadership and TeamworkEstablish clear goalsFoster a culture that is focused on meeting customer and business needsAdapt leadership style to a variety of situationsValue and encourage input from team membersClearly agree what you expect of others and hold them to accountProvide constructive feedback, coach and support others to make the best of theirabilitiesRefocus the team on achieving its purpose when things go wrongCreate a sense of common purpose and commitmentFoster a culture that encourages and recognizes effective customer serviceValue and encourage input on how to achieve objectivesProvide constructive feedback, coach and support others to make the best of theirabilitiesAgree on what you expect of others and hold them to account Relevant Qualifications**ITIL 4**: Create, Deliver and Support**ITIL 4**: Foundation**ITIL 4**: Direct, Plan and Improve**ITIL 4**: Drive Stakeholder ValueYou will take the lead in establishing the policies and systems for delivery of a quality incident managementprocess, and then work with the business to ensure that these are adopted and adhered to
