Incident and Communications Manager Contract

The Incident and Communications Manager is responsible for the end-to-end management of IT incidents across the business, including Major incidents. You will act as a key escalation point and assess any reported incidents whilst reviewing the impact and urgency of the situation. Your primary responsibility will be to resolve and communicate service issues and ensure that the root cause is established through Post Incident Reviews, leading to Continuous Improvement activity. A Major Incident is defined as an incident that has been escalated to the highest level after a number of attempts to identify the issue and solution has failed, requiring additional stakeholder handling.

Position Overview:

• Accountable for resolving the IT incidents with short-terms and long-term solutions to restore service to our customer(s) Leading, driving, facilitating and chairing all investigation activities, meetings, and Incident Command calls/activity
• Leveraging technology to issue all communications in a standardized and automated way to ensure key stakeholder management
• Forming collaborative action plans with specific actions, roles and deadlines and tracking to completion
• Matrix management of people, processes and resources including third parties, ensuring resolution of conflict to move forward to resolution
• Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post incident reviews
• Supporting and nurturing process improvements and knowledge base improvements
• Ownership and development of Incident Playbooks to drive swift resolution of incidents
• Facilitates the planning of all out of hours change activity, ensuring effective communication, time planning, and preventing change or business conflict
• Participating and leading regular operations calls to provide a review of incidents, upcoming changes etc. with detailed reports/dashboards available
• Producing stakeholder communications via email and Slack
• Leading Technical and Management bridges
• Producing post incident reports
• ITSM ticket management (OpsGenie/FireHydrant)
• Identifying process optimisation opportunities, enhancing guidance and driving the implementation of proposed solutions, through Continual service improvement.

Required Experience:

• Legally authorized to work in the job posting country
• ITIL Foundation (or equivalent)
• Experience in process level management (Major Incident, Incident, Change etc.)
• 3-5 years experience in Service Management and/or technical delivery roles, across a range of customers ideally in a Managed Services environment
• Relationship building with mid-level members of an organization - gaining trust and confidence from customers
• Ability to work as part of a team with a high degree of drive, determination and motivation to succeed
• Ability to prioritize and manage multiple tasks
• Experience with ITSM software and integration of monitoring & alerting implementations and DevOps tools
• Strong desire to work in IT delivery at a successful blockchain infrastructure company
• Self-starter attitude and the ability to execute new ideas with autonomy
• An interest in blockchain technology
• Excellent verbal and written communication skills and ability to develop internal and external communication products
• A willingness to grow and adapt with an exciting company in a high-growth space

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