Incident Management Specialist

hace 1 mes


Madrid, Madrid, España Devoteam Spain A tiempo completo

Role Overview

The Incident Manager will be responsible for ensuring the execution of the Major Incident strategy, process, and operational delivery to an ITIL standard. This role is a critical leadership position that is key to the ongoing stability and reliability of our IT operations.

Key Responsibilities

  • Leading a team and acting as the Senior SME for the Major Incident Management function.
  • Driving the simplification and standardisation of processes & procedures.
  • Governing the distribution incident communications across the IT estate.
  • Providing strong leadership and direction in promoting best practices across the organisation.
  • Driving a continual service improvement mentality across the operation with a focus on improving the incident management processes.
  • Partnering with key stakeholders such as infrastructure and Business engagement managers to ensure services remain stable and best in class.
  • Overseeing the entire incident management process to ensure timely resolution and minimal disruption to services.
  • Coordinating with technical teams to diagnose and resolve issues, managing communication with stakeholders and affected parties.
  • Ensuring compliance with incident managements procedures and Service Level Agreements (SLA), identifying, and addressing root causes of recurring incidents.
  • Conducting post incident reviews to identify opportunities for improvement, providing regular updates to management on incident trends and performance metrics and implementing measures to prevent future incidents.
  • Lead incident response teams, developing and refining incident management policies and procedures and providing guidance to less experience colleagues.

Requirements

This is a permanent, fully remote position.



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