Incident Manager

Vista Global; London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading aviation service provider is seeking an Incident & Problem Management Manager to oversee IT service disruptions and improve problem resolution processes. You will lead incident response efforts, chair Change Advisory Board meetings, and collaborate with engineering teams to implement solutions. Candidates should have a Bachelor's degree in IT, experience in incident management, and strong analytical skills.

Qualifications

• Bachelor's degree in Information Technology or related field.
• Proven experience in incident management or IT service management.
• ITIL Foundation certification preferred.
• Proficient in incident management software.

Responsibilities

• Lead incident response efforts and ensure service continuity.
• Investigate root causes of recurring issues.
• Chair the Change Advisory Board meetings.

Skills

Analytical skills

Problem-solving skills

Communication skills

Interpersonal skills

Attention to detail

Education

Bachelor's degree in Information Technology

Tools

Incident management tools

Job description

Overview

The Incident & Problem Management Manager is responsible for overseeing IT service disruptions and proactively managing problem resolution to prevent future occurrences. This role includes chairing the Change Advisory Board (CAB), identifying gaps in engineering processes, proposing solutions, and collaborating with engineering teams to implement improvements and documented processes.

Vista has a global reach with operational hubs across the globe and an expert workforce of over 4,400 aviation professionals. Vista's fast-paced growth and its relationship with the best partner operators open the door to lifelong career opportunities across the group - to create the best service in business aviation, in every region in the world.

Responsibilities

Incident Management

• Lead incident response efforts, ensuring swift identification, classification, and resolution of IT service interruptions.
• Coordinate cross-functional teams to minimize business impact and maintain service continuity.
• Maintain detailed incident reports and post-mortem analyses.

Problem Management

• Investigate root causes of recurring issues and develop long-term solutions.
• Implement proactive strategies to mitigate risk and prevent future incidents.
• Maintain a problem management database and ensure continuous service improvement.

Change Advisory Board (CAB) Oversight

• Chair the CAB meetings, reviewing proposed changes and assessing potential risks.
• Ensure that changes align with organizational goals and comply with industry best practices.
• Collaborate with stakeholders to enhance change management effectiveness.

Required Skills and Experience

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Proven experience in incident management, IT service management, or a related role.
• ITIL Foundation certification or equivalent is preferred.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work effectively under pressure and handle multiple incidents simultaneously.
• Proficient in incident management tools and software.
• Knowledge of IT infrastructure and systems.
• Ability to anticipate issues and take preventive measures.
• Works well with cross-functional teams and fosters a positive work environment.
• Meticulous attention to detail in documentation and analysis.
• Committed to delivering high-quality service and ensuring customer satisfaction.