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Capita
,
Sheffield, South Yorkshire
Incident Manager
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Job Type: Full-time |
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Overview
Becoming an IT Incident Manager with Employee Solutions: Capita Employee Benefits are seeking an Incident Manager to join their team. You will be working as part of the Service Desk team to become the primary contact point for Priority 1 and Major Incident related calls, and to manage those calls through to a speedy resolution. To ensure all key IT and Business stakeholders are kept updated during the incident lifecycle. You will also responsible for the ongoing Problem Management and progress reporting of any issues or actions identified during the Incident process, this will include process, people and/or technical actions. What you'll be doing: Work closely with technical teams and the Service Desk to ensure effective identification of Priority 1 and Major Incidents, and any Incident resolution actions are carried out effectively, providing 'hands-on' support and guidance where necessary and ensure effective business and management communication throughout the incident lifecycle. Lead any 'major incident reviews' in line with incident management processes and procedures to ensure effective post incident documentation is produced. Manage all outstanding Priority 1 and Major Incidents, ensuring they are with the correct resolver team (which can be internal or 3rd party suppliers), and providing overall management and oversight of these calls through to a timely resolution, and manage any outstanding actions (albeit, technical, people, or process ) via the Problem Management process. Provide pro-active incident and problem analysis and reporting-reviewing incident and problem records and put measures in place to reduce the risk of repeat issues. Complying with all relevant security policies, quality policies, FCA regulations, Pensions regulations and department development standards. What we're looking for: Can demonstrate experience in a problem management and/or incident management role within an ITIL / ISO20k environment. ITIL (or equivalent) related qualification Demonstrable ability to identify process failings and implement remedial action Demonstrable excellent communication, presentation and customer service skills. To be able to build queries for reporting, analysis and support purposes Computer science degree or similar technical experience. About Employee Solutions Capita Employee Solutions is one of the largest employee benefits consultancies in the UK; a multi award-winning organisation servicing over 1,600 clients and more than 4 million company employees and pension scheme members. Our vision is to be the leading integrated, technology-enabled administration and consultancy business in the employee benefits market. Joining our team here, you'll deliver transformational consultancy and administration services, underpinned by market-leading technology. Employee Solutions are part of Capita Plc, a leading UK provider of technology enabled business services. We're supporting and improving the lives of millions of people every day and we can only do this with the right people in place, working towards a shared goal. We encourage an open, honest working environment where everyone can be true to themselves and people are valued for their differences. We're always challenging each other to learn and improve, because we know when we work together, we can deliver better outcomes. We work across such a huge range of businesses and sectors, that you'll have the opportunity to grow and develop your career in any number of directions. What's in it for you? A competitive basic salary 23 days holiday (rising to 27) with the opportunity to buy extra leave Opportunity to gain an apprenticeship in Bids and Proposals Company matched pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave…and plenty more Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology At our Sheffield office, you'll also benefit from an onsite canteen and close to the Sheffield centre with good transport networks. You'll get the chance to follow your chosen career path anywhere in Capita. You'll be joining a network of 63,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we'll provide the support you need to do just that. Our purpose is to create a better outcome for you. What we hope you'll do next: Choose 'Apply now' to fill out our short application, so that we can find out more about you. If you have any questions you'd like to ask before applying, you can contact . We're an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we're committed to creating an inclusive environment for all employees.