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DIRECT LINE INSURANCE GROUP PLC
,
London, Greater London
Incident Manager
Overview
Job Description
What we're looking for: It's a great time to join the Service Operations team at Direct Line Group as an Incident Manager. We are looking for a talented, ITIL certified individual and an enthusiastic self-starter with experience to confidently take control of and manage major incidents to restore service quickly, contributing to the success of our department and business overall. Who you'll be working with: They say superheroes only exist in the movies - nobody wants things to go wrong but when they do, we are there to take control and collaborate across our supply chain to resolve issues as quickly as possible! The cape is optional, but you will join the team as one of four incident managers working alongside three incident analysts through an exciting period of transformation at DLG as we work to further improve our technology systems for our colleagues and customers. What you'll be doing: * Directing and coordinating the Major Incident process and related activities of resolver teams across our supply chain taking lead on major incidents to ensure service is restored swiftly. * Documenting major incident activities and outcomes to a high standard within our ServiceNow toolset - timelines are critical to recording actions, decisions and outcomes. * Monitor and in some circumstances manage escalating or potential service disrupting P3 incidents. * Running post incident reviews to ensure high quality discussion, reflection, documentation and continual service improvement. * Delivering to excellent standards in a high-pressure environment negotiating through difficult situations to reach successful conclusions. * Utilising your experience of working within a multi-vendor, outsourced environment with complex infrastructure to steer swift resolution of incidents. * Contributing to the design and development of Incident Management processes, tools, templates, documents and reports. What we'll give you: Come join us and you'll find yourself in the middle of one of the most on-the-go teams in the business, with autonomy and exposure to industry leaders on huge household brand names. We're always encouraging internal development and you'll have access to loads of learning opportunities, events and conferences to build your industry knowledge.