IT Service and Incident Manager

Global Payments Inc.; Leicester; On-site; GBP 45,000 - 65,000; Full time

Job summary

A leading company in financial services seeks an IT Service and Incident Manager to oversee incident management and problem resolution processes. Ideal candidates will have a Bachelor's degree and substantial relevant experience, including supervisory roles, to ensure operational continuity and technical support in a dynamic environment.

Qualifications

• Minimum of 6 years related professional experience.
• 1-2 years experience in a supervisory position preferred.

Responsibilities

• Manage real-time processes for restoring application functions.
• Evaluate detailed records of incidents and root causes.
• Coordinate with technical teams for issue resolution.

Skills

Incident Management

Problem Management

Team Management

Technical Expertise

Education

Bachelor's Degree

Job description

Join to apply for the IT Service and Incident Manager role at Global Payments Inc.

Join to apply for the IT Service and Incident Manager role at Global Payments Inc.

Summary of This Role

Manages central points for incident and problem management, which are responsible for the coordination of technical resources responding to issues with actual or potential impact to client, application, or system services. Establishes and manages processes to coordinate the restoration of normal application function/service operation as quickly as possible and provides support for ongoing incidents and the long-term remediation of incident root cause. Oversees the creation, administration, and evaluation of detailed records of all incidents, capturing root cause, and ensuring problem resolution to minimize the adverse impact on business operations and identification of causes of product or service issues and commission corrective work to prevent recurrences. Directs and manages team responsible for escalation and resolution calls with members from various teams.

Summary

Description Summary of This Role

Manages central points for incident and problem management, which are responsible for the coordination of technical resources responding to issues with actual or potential impact to client, application, or system services. Establishes and manages processes to coordinate the restoration of normal application function/service operation as quickly as possible and provides support for ongoing incidents and the long-term remediation of incident root cause. Oversees the creation, administration, and evaluation of detailed records of all incidents, capturing root cause, and ensuring problem resolution to minimize the adverse impact on business operations and identification of causes of product or service issues and commission corrective work to prevent recurrences. Directs and manages team responsible for escalation and resolution calls with members from various teams.

What Part Will You Play?

• Manage real-time processes to coordinate the restoration of normal application function/service operation and provide support for ongoing incidents and the long-term remediation of incident root cause.
• Oversee the creation, administration, and evaluation of detailed records of all incidents, capturing root cause, and ensuring problem resolution to minimize the adverse impact on business operations and identification of causes of product or service issues and commission corrective work to prevent recurrences.
• Provide assistance and technical expertise during the implementation of changes. Assist technical teams through validation and monitoring. Guide the incident process. Communicate and collaborate with stakeholders during and after change. Ensure changes are approved and the proper resources are assigned to implement.
• Maintain system health and service availability. Coordinate efforts to restore services. Escalate issue impacting mission critical processes. Provide system or project reporting to leadership and impacted stakeholders to include: impact assessment, issue resolution methods.
• Oversees work related initiatives put in place by management to improve accuracy of information available in databases used to coordinate the restoration of normal application function/service operation.
• Identify and / or implement new and more efficient ways of working. Proactively contribute ideas, knowledge and support towards improving service delivery and proactively addressing potential incidents.
• Not an exhaustive list; other duties as assigned.
  
  

What Are We Looking For in This Role?

Minimum Qualifications

• Bachelor's Degree
• Relevant Experience or Degree in: related field of study from an accredited university is required; however, relevant experience in lieu of a degree may be considered.
• Typically a minimum of 6 years
• related professional experience and prefer a minimum of 1-2 years experience in a supervisory position.
  
  

Preferred Qualifications

• None Identified
  
  

What Are Our Desired Skills and Capabilities?

None Identified

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Financial Services and IT Services and IT Consulting

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