Incident Manager

  • Competitive
  • London, England, United Kingdom
  • Permanent, Full time
  • Macquarie Group
  • 21 Sep 17

Join a global team managing critical technology infrastructure platforms

The Incident Management function is part of the Technology Service Management Team and is responsible for timely restoration of service outages across all business applications and infrastructure.

We are expanding out Incident Management team in London. As an Incident Manager, you’ll act to ensure that Incident Management processes are followed correctly to ensure timely resolution and post incident follow up.

The key purpose is to restore normal operations as quickly as possible with the least possible down time for business critical services.

Primary focus is on business critical incidents, across Macquarie’s global business groups.

You will be working with various internal and external technology partners to ensure timely service restoration, develop and deliver ITIL framework based methodologies, and document relevant processes to ensure that incidents are being managed within the service level agreements as per customer expectations and within contractual boundaries.

You will also need to use your initiative to take ownership of process issues and work with other support parties (internal and external), to ensure these objectives are met.

Our requirements for the role include significant IT Incident and Problem Management experience in an ITIL environment.

As you're often working in high pressure situations with executives through to technicians, strong communication and stakeholder management skills are absolute necessities.