ITIL Incident Manager 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. 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 minimise any adverse effect on business operations. This makes sure that the best possible levels of service quality and availability are returned and maintained. KEY SKILLS AND EXPERIENCE: 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. KEY QUALIFICATIONS ITIL v3 / 4 Foundation Level minimum Candidate Requirements: 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; Clearance Required: This role will require UK DV clearance. For more information and guidance please visit :https://www.gov.uk/government/publications/united-kingdom-security-vetting-clearance-levels 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. What Makes Us Different: Purpose: you can use your passion and abilities at Leidos to keep the people you care about safe. We are at the forefront of machine learning, AI, cyber security and solutions. Using your skills in the technology frontline by helping to build a safer world. You can inspire change. Collaboration: having flexibility to do your job is one of our core benefits, enabling you to become part of our extraordinary team. We have been empowering our people to work flexibly for years. Whether you work from home, the office or on customer sites, we will give you the digital tools and the flexibility to work smarter and align your needs and ours. People: Leidos empowers people from every background to be themselves and gives you the tools to learn new skills by enabling growth whilst developing . We believe that extraordinary people need opportunities to grow, to be inspired and to inspire others. At Leidos, we invest in technical academies, career rotations and a career development plans that enhance your future. Original Posting Date: 2024-09-10 While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above. Pay Range: 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.
