Incident Management Shift lead

IT Support Engineer Mid 1

Job Title:

ITSM – Shift Lead - Incident Management

Post Number:

Business Unit:

Technology - Technical Services Operations

Location:

Bulgaria, Romania, Macedonia

Grade:

50

Reports to:

ITSM - Team Lead - Incident Management

Date:

20.09.2024

Job Purpose

We ae looking for a Shift Lead to manage a team of Incident Analysts, who will be a part of a team managing the full lifecycle of major IT incidents. You will be responsible for the ownership, execution, and continuous improvement of our Incident Management processes and work as part of the wider Service Management (ITSM) function, tasked with delivering value across the lifecycle of IT Services, from creation to management and upkeep.

Reporting to the Team Lead – Incident Management, as part of your day to day activity you will manage a team of Incident Analysts who are the first point of contact for incidents in our production environments. You will be responsible for managing schedules and calculating summarised working hours for your team. You will be expected to run this team through successful incident management practices, drive collaboration in order to restore a failed IT Service as quickly as possible, and champion the incident management lifecycle through processes, procedures and workflows.

You will be incident management practice lead who work towards resolving incidents through collaboration and data analysis, ensuring all incident records are clearly recorded, assessed, classified, prioritized, assigned and actioned appropriately through to completion, combined with proactive communication and stakeholder engagement.

Working directly with both technical and business units in a collaborative fashion, you will have a direct impact to the internal customer experience and will be the public interface for incident management, building strong relationships with stakeholders and constantly seeking customer feedback to ensure adequate service levels. You will champion, provide guidance, support and train IT teams to ensure incidents are managed by following agreed processes and procedures, ensuring a collective focus on reducing both the impact and severity of incidents through triaging, investigation, identification and resolution/mitigation of incidents.

As part of the overall ITSM team, you will work together as a group to ensure incident management best practices are followed, and that as a unit ITSM functions work collaboratively with the goal of continuous improvement to service management.

You will have the opportunity to get involved in a huge breadth of dynamic projects and initiatives whilst also helping to build and grow a brand new ITSM function within the organization. We are looking for experienced and highly skilled candidates who will thrive in an exciting, friendly and vibrant workplace where you can realize your potential and do amazing work. Careers here mean the freedom and support you need to make an impact - pushing boundaries and creating solutions.

Key Responsibilities

• Report to the Service Desk manager, Incident Management, and help deliver incident management best-practices to reduce and mitigate the impact and severity of incidents for our customers.
• Own the overall process for incident tickets to minimalize the impacts on the business and customers ensuring all incidents are recorded, assessed, classified, prioritized, assigned and actioned appropriately.
• Work closely with other Incident Management teams to ensure continuous improvement and best practice in handling incidents.
• Ensure rigor and governance are sustained within ongoing incidents to support clear documentation and communication to customers, as well as timely handling of incidents between 2nd line teams.
• Providing pro-active and re-active incident analysis to form part of the initial problem investigations and to identify service issues.
• Drive cause analysis and corrective action between teams to help eliminate disruption of services
• Provide process oversight to all Incident Analysts, reviewing the quality of work and ensuring timely updates and documentation of Incidents.
• Create and update Knowledge Base (KB) articles for workarounds and Known Errors (KE) which are identified throughout the lifecycle of the problem record.
• Hire, train, and retain a team of Incident Analysts as part of an overall follow-the-sun department of Incident Management.
• Provide guidance and any training required for all support teams to ensure incidents are managed under the incident management process

Requirements

• Customer-focused with previous proven experience working in a customer-facing role.
• ITIL Foundation certification and 3+ years' experience working in an ITIL environment.
• Excellent communication skills at all levels, with an ability to convey complex problems and to translate technical language into user-friendly information.
• Eagerness to work in and as a team to solve incidents but without requiring micromanagement.
• Experience with the Atlassian Tech Stack, mainly JIRA and Confluence
• Highly motivated, pragmatic and energetic team member, positive, determined and driven with a can-do attitude.
• Good relationship management skills, with an ability to establish, build and maintain influential relationships across the business.
• Demonstrable analytical and problem-solving skills and a good understanding of IT Service Management process frameworks.
• Technical background with a broad understanding of the majority of the following: Firewall and VPN technologies, TCP/IP routing, Network connectivity, Domain Names, and DNS Management, Web and Mobile services, Cloud Hosting, VMware, Windows, Linux, iOS and Android.