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IT Incident Manager

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Job Description

About The Role
Team – IT Service Manager
Working Pattern – Hybrid – 2 days per week in the Vitality Bournemouth Office. Full time, 35 hours per week. 
We are happy to discuss flexible working!
Top 3 skills needed for this role:

Excellent verbal communication
Proven expertise in Incident Management 
A great MultitaskerWhat this role is all about:
As an IT Incident Manager, you will be dependable for the management, coordination and communication around all service impacting outages. This involves liaising with a variety of technical teams. You will be structuring and leading investigations to ensure accurate and timely information is disseminated both internally and externally. You will also be collaborating with senior members of the management team during significant customer impacting outages.
Key Actions

Monitor the progression of incidents, proactively intervening when appropriate to ensure that incidents are progressed through to closure in a timely manner
Quickly assess the severity of an outage in regards to business impact and technical complexity
Personally manage and own the progression of the most severe incidents through to remediation stage
Notify, escalate and communicate to our business the existence and status of outages as necessary
Help co-ordinate the investigations and drive incidents to resolution / remediation
Put customers first through being an advocate of the customer and driving Vitality to the highest levels of quality
Perform incident trend analysis to identify potential problems
You will work with multiple support teams to ensure SLA compliance for all incidents
Perform both reactive and proactive Problem Management, driving permanent resolution to ensure that tickets are reduced and problems across the estate decrease, driving stability and experience
Perform governance around both the Incident and Problem Management processesEssential Skills needed to fulfil this role:

Able to demonstrate a proven track record in the effective delivery of Incident Management
Experience with application or infrastructure services
Excellent written and verbal communication skills with the ability to effectively tailor communication of technically complex issues to various audiences
Strong collaboration skills with an interest to develop a strong network
Ability and aptitude to pick up new technologies or procedures
Good organisational skills and excel at multitasking with the ability to “pick up the pace” during major outages
ITIL v3 Foundation qualifiedSo, what’s in it for you?

Bonus Schemes – A bonus that regularly rewards you for your performance
A pension of up to 12%– We will match your contributions up to 6% of your salary
Our award-winning Vitality health insurance – With its own set of rewards and benefits
Life Assurance – Four times annual salaryThese are just some of the many perks that we offer! To view the extensive range of benefits we offer, please visit our careers page. Fantastic Benefits. Exciting rewards. Great career opportunities!
If you are successful in your application and join us at Vitality, this is our promise to you, we will:

Help you to be the healthiest you’ve ever been.
Create an environment that embraces you as you are and enables you to be your best self.
Give you flexibility on how, where and when you work.
Help you advance your career by playing you to your strengths.
Give you a voice to help our business grow and make Vitality a great place to be.
Give you the space to try, fail and learn.
Provide a healthy balance of challenge and support.
Recognise and reward you with a competitive salary and amazing benefits.
Be there for you when you need us.
Provide opportunities for you to be a force for good in society.We commit to all these things because we want you to feel that you belong, and are supported to be happy and healthy.

About The Company
Vitality is a multi-award-winning UK insurance brand, here to make the world a healthier, happier place.
We’ve been a purpose and values-driven business from day 1- long before it became fashionable. Our core purpose is to make people healthier and enhance protect their lives. Vitality pioneered shared-value insurance. We incentivise people to live healthier longer lives – they benefit, our business benefits, and society benefits. We’re successful because we attract, develop, and retain the best people – and because we care.
Plus, you get to join our 1.7+ million members with access to our unique health insurance and healthy living programme. Just to make sure you know our products inside and out.
 
Ready to find out if we’re the right fit for you? We can’t wait.
 
Diversity & Inclusion
We’re committed to diversity and inclusion because it’s good for our employees, for our business, and for society. To learn more please visit our Careers page.
Vitality’s approach to sustainability
Vitality is a business that drives positive change. We reward people for making and sustaining healthier choices. But healthy people also need a healthy environment. To learn more please visit our Careers page. 
If we are fortunate in receiving a high volume of quality applications we may need to close this vacancy early. If you are interested, please submit your application as soon as possible

Job Summary

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Bournemouth Location
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