Senior Incident Manager

at  Department for Education

JOB SUMMARY

We are looking for a high-performing individual for the role of Senior Incident Manager. This role will improve our IT service management practices.
You will report to the Service Management and Assurance Lead in the Technology Operations team. You will lead a team to manage Major Incidents, Incidents and Requests, including out of hours Major Incidents on a rota basis. You will promote continual service improvement to prevent future incidents.
This is a fast-paced, complex delivery environment with a wide-range of senior stakeholders, industry suppliers, government bodies and delivery partners.
You will lead on collaboration, build trusted relationships, and show a service culture across the Technology, Digital and Data areas, and wider community.

JOB DESCRIPTION

As the Senior Incident Manager, you will:

• Lead and manage the Incident team.
• Develop and lead the Major Incident, Incident and Request practices.
• Manage Major Incidents and Incidents in line with the agreed policy, procedures, and process.
• Review Incident and Request performance data to see if service levels and key performance indicators are achieved.
• Raise the quality across ITIL processes; lead a culture of continual service improvement supported by data and feedback.
• Work with Resolver Groups to complete initial root cause analysis reports to support preventative action when required.
• Promote the benefits of Major Incident, Incident and Request management across DfE service and delivery teams, to give value to the department.

NATIONALITY REQUIREMENTS

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Information Technology