ITIL Incident Manager
Location: Huntingdon, Cambridgeshire
Leidos Innovations UK Ltd is seeking an Incident Manager to join the service operations team to support systems within the Defence Intelligence domain. This role offers a highly skilled and motivated person an exciting opportunity to join the Defence Intelligence Service Operations Team during a time of major change and technology advancements.
Are you ready for your next career challenge?
We are seeking an Incident Manager to provide consistent & efficient management of incidents for a mission critical an enterprise system for our customer.
Incident management is the process of responding to an unplanned event or service interruption to restore the service to its operational state. The incident management process ensures that normal service operation is restored as quickly as possible and the business impact is minimized
The primary objective of the Incident managers to restore normal service operation as quickly as possible and minimize any adverse effect on business operations. This makes sure that the best possible levels of service quality and availability are returned and maintained.
Your Role and Responsibilities
The Incident Manager will be responsible and have:-
The ability to write coherent, concise, and readable technical documentation.
Strong stakeholder management and interpersonal skills, interfacing/presenting to director level.
Experience of developing service based process and procedures in a commercial environment.
Experience of driving through service improvement activities.
The ability to work under pressure and to deadlines; with a flexible and pragmatic approach.
Experience of working in a matrix management environment.
Awareness and understanding of Change, Problem and Incident Management, maintaining Service Levels, ITSCM and Business Continuity and Disaster Recovery.
Experience managing the provision of complex IT services against SLAs, including customer liaison management at all levels
Experience in reporting and analysing data to identify trends
Experience in managing a service desk dealing with incidents and requests in a complex environment with multiple partners operating in 2nd and 3rd support tiers providing ITIL processes for our clients
Experience in first line applications support and liaising with internal departments and suppliers
Excellent verbal communication skills including presenting.
Client Relationship Management - Build effective relationships with client team at all levels.
Excellent leadership and people management skills - Good team builder and leader.
Favorable If You Have;
ITIL v3 / 4 Foundation Level minimum
Clearance: High-level ability to gain SC / DV
Solid understanding of ITIL Best Practice and experienced in Service operations processes with particular focus on Incident with a good understanding of Problem and Event Management.
A knowledge and understanding of ITIL functions, principles and processes.
Proven track record in the management of ITIL Service Operations processes;
Technical knowledge at a managerial level or experience of configuring automated tools for system monitoring and event notification e.g. OpManager, NetCool, SCOM etc..
Problem analysis and resolution in a secure environment;
Excellent verbal and written communication skills;
Are you ready to make an impact? Begin your journey of a flourishing and meaningful career, share your CV with us today.
What we do for you:
At Leidos we are PASSIONATE about customer success, UNITED as a team and INSPIRED to make a difference. We offer meaningful and engaging careers, a collaborative culture, and support for your career goals, all while nurturing a healthy work-life balance.
We provide an employment package that attracts, develops and retains only the best in talent. Our reward scheme includes:
• Contributory Pension Scheme
• Private Medical Insurance
• 33 days Annual Leave (including public and privilege holidays)
• Access to Flexible benefits (including life assurance, health schemes, gym memberships, annual buy and sell holidays and a cycle to work scheme)
• Dynamic Working
Commitment to Diversity:
We welcome applications from every part of the community and are committed to a truly diverse and inclusive culture. We foster a sense of belonging, welcoming all perspectives and contributions, and providing equal access to opportunities and resources for everyone. If you have a disability or need any reasonable adjustments during the application and selection stages please let us know, and we will respond in a way that best fits your needs.
Who We Are:
Leidos UK & EUROPE – we work to make the world safer, healthier, and more efficient through technology, engineering and science.
Leidos is a growing company delivering innovative technology and solutions focused on safeguarding critical capabilities and transformation in frontline services, our work in the United Kingdom includes addressing some of the most complex problems in defence, healthcare, government, safety and security, and transportation
The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
Leidos is a Fortune 500® technology, engineering, and science solutions and services leader working to solve the world’s toughest challenges in the defense, intelligence, civil, and health markets. The company’s 46,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $14.4 billion for the fiscal year ended December 30, 2022. For more information, visit www.Leidos.com.
Pay and Benefits
Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.
Securing Your Data
Beware of fake employment opportunities using Leidos’ name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system – never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at [email protected].
If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.
Commitment to Diversity
All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.