Incident Manager

at  COINS

JOB DESCRIPTION

Incident Manager We’re looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow. Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what’s important to them. What does Access offer you? We offer a flexible, hybrid working environment where you can balance work and life while maintaining a strong office team-based culture. We deliver on what we say, taking the development of our people seriously. We’ll work with you to progress your success plan and provide opportunities to accelerate your career. You will start with 25 days annual leave that increases with your seniority in the company, a private healthcare and life insurance. We pride ourselves on being an organisation that gives back so you’ll also have one charity day allocated to support a cause that matters to you. There are plenty of other perks. Apply to find out more. About you: Reporting directly to the Service Operations Manager, we are seeking a proactive and experienced professional with a strong background in incident management. You thrive in high-pressure environments and possess excellent problem-solving skills. You are passionate about customer experience; dedicated to minimising downtime and ensuring the swift resolution of critical incidents. You have a keen eye for detail and a methodical approach to identifying and resolving issues. You are adept at managing multiple high-priority tasks simultaneously and excel in fast-paced environments. You demonstrate leadership skills in your ability to coordinate cross-functional teams and drive them towards a common goal. You are not only a strong individual contributor but also a collaborative team player who values the input and expertise of others. Your commitment to continuous improvement means you are always looking for ways to enhance processes and prevent future incidents. In addition to your technical expertise, you possess a high level of emotional intelligence, enabling you to handle stressful situations with composure and empathy. You are a clear and confident communicator, capable of conveying complex information in a straightforward manner with both technical and non-technical stakeholders. Key Responsibilities: • Lead the response to high severity and major incidents, ensuring timely resolution and minimal impact on business operations. • Coordinate with cross-functional teams to identify, analyse, and resolve incidents. • Develop and implement incident management processes and procedures. • Maintain detailed incident records and produce post-incident reports. • Work with problem management teams to conduct root cause analysis and drive continuous improvement initiatives. • Communicate incident status and updates to senior management and stakeholders. Required Skills and Experience: • Proven experience in incident management or a similar role. • Good understanding of IT infrastructure and applications. • Excellent analytical and problem-solving skills. • Continuous learner with a passion for staying updated on industry best practices. • Strong experience of IT operations in an ISO20000 environment. What are we all about? The Access Group is one of the largest UK-headquartered providers of business management software to small and mid-sized organisations in the UK, Ireland, USA and Asia Pacific. It helps more than 100,000 customers across commercial and non-profit sectors become more productive and efficient. Our products and solutions go beyond providing technology, we connect the right people with the right data, at the right time, through Access Workspace. At Access, we are committed to creating a welcoming and inclusive environment where everyone can thrive. If you’re excited about this role, (even if your previous experience doesn’t align perfectly), you might just be the perfect fit for us! We wholeheartedly believe in equality for all and the transformative power of diversity. Why not join our vibrant team where you can love what you do, love how you live, and most importantly, be authentically you? Let’s make a difference together. Love Work. Love Life. Be You

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