Incident Manager

Ultima; Belfast; Remote; GBP 35,000 - 55,000; Full time

Job summary

A prominent IT services provider is seeking an Incident Manager to lead their incident management processes. The role, based in Belfast but remote, involves overseeing incidents and ensuring swift resolution, improving operational efficiency, and maintaining service quality. Ideal candidates will possess strong experience in incident management, ITIL qualifications, and excellent problem-solving skills.

Benefits

Equal opportunity employer

Support for underrepresented groups

Qualifications

• Experience in managing incidents and problem resolution.
• ITIL qualifications preferred.
• Strong communication and collaboration skills.

Responsibilities

• Oversee the incident management process and lead a team.
• Respond to service incidents and initiate the management process.
• Collaborate and communication with various teams to resolve incidents.

Skills

Time management

Attention to detail

Proactive monitoring

Incident process experience

Change process experience

Problem process experience

ITIL Framework

Clear thinking

Problem-solving skills

Empathy for customers

Communication skills

Collaboration skills

Eagerness to learn

Enthusiasm for learning

Education

ITIL qualifications

Microsoft qualifications

Tools

ServiceNow

Azure

Aternity

Elastic

BMC/Helix

Job description

Incident Manager

Location: Belfast/Northern Ireland - Remote

Shift pattern: Mon – Fri - UK Hours regardless of location (typically 9 – 5:30 to cover daily regional handover calls)

The Role

We are looking for a proactive and detail orientated incident manager to join our Team, providing services to a global company.

In this role, you will be in charge of leading the incident management process to resolution and restoring the client's IT operations swiftly. You will coordinate across teams to minimise impact, maintain service quality, and continuously improve incident response and resolution SLA/KPI times.

Incident Managers Responsibilities

• Overseeing the incident management process and team members involved in resolving the incident.
• Responding to a reported service incident, identifying the cause, and initiating the incident management process.
• Prioritizing incidents according to their urgency and influence on the business.
• Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures.
• Collaborating with the incident management team to ensure that all protocols are diligently followed.
• Reporting on all ticket types ensuring updates are being handled in a timely manner.
• Coordinate with team members and the client on change requests, monitoring the schedule and approval of changes.
• Manage problem record creation and updates, conduct root cause analysis (RCA), and work with Engineers to implement long-term solutions to prevent future incidents/problems.
• Adjusting the incident management process as required to ensure its effectiveness.
• Communicating with management if major issues are found in the IT system.
• Managing re-assignment of tickets and re-scheduling non-urgent tasks.

Incident Manager Skills

· Time management and organisation

· Attention to detail.

· Proactive monitoring of platforms

· Incident, Change and Problem Process experience

· ITIL Framework

· Clear and positive thinking

· Fast problem-solving and analytical skills

· Empathy for customers and the ability to listen to their needs.

· Strong verbal and written communication skills

· Ability to collaborate with the technical support team.

· An eagerness to learn new technologies and systems.

· Enthusiasm for continuous learning and improvement – there will be a lot to learn as our business develops and grows.

Technologies (Not essential but a good to have).

· ServiceNow (particularly reporting experience e.g. Performance/Platform analytics module)

· Azure

· Aternity

· Elastic

· Microsoft Office Products

· BMC/Helix

· ITIL qualifications.

· Microsoft qualifications.

Our Commitment to You

We’re proud to be an equal opportunity, Disability Confident employer. At Ultima, we celebrate our differences and strive to build an environment where everyone feels respected, valued, and able to succeed.

Not sure you meet every single requirement?

People from underrepresented groups may be less likely to apply unless they meet every qualification. At Ultima, we’re committed to building a diverse and inclusive workplace, so even if your experience doesn’t align perfectly, we encourage you to apply. You might be exactly who we’re looking for.

Apply now, or reach out to our Talent team if you have any questions. We’re always happy to chat about how we can make work, work for you.