IT Incident Manager

HOLLAND AND BARRETT; Nuneaton; On-site; GBP 50,000 - 70,000; Full time

Job summary

A health and wellness company in the UK is seeking an experienced Incident Manager to join their IT Operations Team. The ideal candidate will manage major incidents, lead reviews, and ensure service levels are met. This role offers an exciting opportunity to impact IT service management significantly in a fast-paced environment.

Qualifications

• Experience in managing major incidents and incidents resolution.
• Strong communication skills for stakeholder engagement.
• Ability to analyze service levels and ensure SLA compliance.

Responsibilities

• Manage Major Incidents with swift resolution.
• Lead post-incident reviews and improvement actions.
• Monitor service levels and escalate issues.

Skills

Incident Management

Problem Management

Stakeholder Communication

Service Level Monitoring

Job description

About IT Operations at Holland & Barrett

• The IT Operations function provides the foundation of IT services to Holland and Barrett customers by ensuring products are delivered to customers on time, and customers can access new services.
• Key services have been enhanced by providing resilient infrastructure in the cloud, improving availability to reduce impact to trade.
• The IT Operations team is investing heavily in building internal capabilities, including a new Service Desk and Proactive Monitoring teams, as well as expanding its Delivery capabilities for infrastructure and Back Office projects.
• Tech teams are undergoing diverse technical training programs aimed at developing colleagues' technical and leadership skills to support their career aspirations.

The Role

Exciting Opportunity: Become Holland & Barrett's Next Incident Manager!

At Holland & Barrett, we believe in making health and wellness accessible to all - and our technology plays a crucial role in delivering that mission. We're seeking a high-performing Incident Manager to join our IT Operations Team and elevate our IT service management practices.

If you thrive in fast-paced environments, enjoy solving complex challenges, and want to make a real impact, we want to hear from you!

What You'll Do:

• Manage Major Incidents, ensuring swift resolution and clear stakeholder communication.
• Lead post-incident reviews, identify lessons learned, and drive improvement actions.
• Monitor service levels, ensure SLAs are met, and escalate when necessary.
• Collaborate with monitoring teams to optimize alerts and ensure early incident detection.
• Work closely with third-party vendors for timely incident resolution.
• Participate in our on-call rota for Major Incident management, providing 24/7 coverage.
• Drive proactive problem management by identifying trends and implementing preventative measures.
• Champion continual service improvement across Technology, Business, Product, and the wider community.