Job Description

Incident Manager 
Location: Boston
Employment Type: Full-time
Salary: The company offers a fantastic base salary between £72K-£84K basic incl bonus & benefits. The successful Incident Manager will have the opportunity for further extension and permanent work beyond the existing FTC.
PCD290104

Role Overview
Incident Manager
6 months FTC - £72,000-£84,000,
Financial Services,
ITIL,
2 days in West London office / 3 days from home
Do you want to work as an Incident Manager for the UK's largest supplier of foreign currency and a top 5 currency wholesaler globally? And enjoy 3 days working from home? Then Read on!
Working within the IT Operations Team, The Incident Manager will:
• Work closely with internal and external teams and stakeholders to restore normal IT service operations as quickly as possible, minimising any adverse effects on the business and their customers.
• Ensure effective and timely escalations to senior management and company communications in response to high priority / major incidents.
• As a key member of the IT Operations team, help drive IT Operational system, process and people performance.
• Manage the lifecycle of all unplanned interruptions, malfunctions and quality reductions of Production IT Services.
• Undertake the role of Major Incident Manager within IT Operations when required.
• Prioritise incidents according to their impact and urgency.
• Own IT incident management policies and procedures, ensuring they remain current and fit for purpose.
• Identify and drive incident management improvement opportunities.
• Ensure all Incident management resolution targets, SLAs and KPIs are met.
• Represent IT Operations in external customer / client meetings.
• Work with all technical support teams to ensure respective incident ticket queues are effectively managed, with incident tickets maintained at the expected quality levels.
• Work with the IT Service Manager to ensure post incident reviews are undertaken to gain lessons learnt, identifying process, system and knowledge improvements.
• Work closely with IT Service Management, IT Change Management and PMO counterparts in IT Governance dept ensuring effective collaboration. Work on joint initiatives and activities to improve the level of service delivered to customers.
• Support annual BCP / Disaster Recovery exercises.
• Actively participate in the daily IT Operations Stand-Up meeting giving updates on incident related issues.
• Actively participate in the IT Operations on-call rota handing out of hours incident manager and related communications.
• Provide effective and timely reporting on incident management successes, issues, opportunities, and problems. This includes monthly IT Operations report submission.
• Work with the other team managers providing input into the strategic IT Operations roadmap.
Incident Manager will have:
• At least 3 years experience incident managing critical systems and services in a 24x7 environment.
• Experience within the FX / Travel Money industry (preferrable).
• Experience incident managing where company products / IT services are based on a enterprise technology technology stack, on-prem and cloud platform.
• Strong knowledge of ITIL framework.
• Experience writing incident reports to IT Senior Management and internal / external customer stakeholders.
The organisation is an equal opportunities employer and does not discriminate on the basis of race, religion, colour, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, orany other basis covered by appropriate law. All selections are made based on qualifications, merit, and business need.