Incident Management Lead

Posted 9 days ago by Pertemps
Location Reading Job Type Permanent
Salary £45000 - £55000 per annum Sector IT & Telecoms
About the role:

Following the successful implementation of a large IT investment programme Thames Water are offering opportunities to join their expanding Incident Management team.  Our ITSM tooling is being developed to present a Command Centre interface linked to cutting edge tooling to make incident diagnosis, and therefore resolution, much faster and more efficient.  This is an exciting time to be in IT in Thames Water.

As our Incident Management Lead, you will be an experienced IT Service Management professional with responsibilities to support the delivery of Incident Management in a 24x7 operational environment supporting all Thames Water business areas. You will ensure that all Incident Management process activities are fit for purpose to meet the needs of the Thames Water Business.

As Incident Management Lead, your responsibilities will include:
  • Supporting the delivery of the Incident Management process, priority matrix, procedures and guidelines.
  • Assisting in managing the Incident Management Process and ensuring it is delivered to the agreed level of performance to support service availability.
  • Acting as the focal point for Incident Management for Thames Digital, acting as the key contact and escalation point in particular around P1 Major Incidents and P2 Business Significant Incidents on an on-call rota to cover 24/6/365 support to the TW business.
  • Determining the priority of incidents with high business impact and whether escalation to senior stakeholders is required.
  • Working on understanding patterns of incidents to support Problem Management.
  • Ensuring P3 and P4s incidents are resolved to agreed Incident Management SLAs.
  • Ensuring that the Incident Management process is consistently followed across the Service Delivery function and that full process compliance is achieved across all RGs and third-party suppliers.
  • Supporting resolver groups and third-party suppliers and ensuring the resolution of incidents within agreed contractual obligations to minimise impact of incidents on the Thames Water business.
  • Working closely with the Service Delivery Managers to ensure that end to end service delivery is achieved at the agreed levels defined with the business unit and that all incidents are appropriately prioritised and managed.
Service Management – Supporting other service management processes and activities to support the delivery of BAU including, event management, problem management, change & release management, capacity management, availability management and continuity management/DR.

Incident Management Reporting – supporting the provision of regular, transparent and accurate reporting on all Incident Management activities against agreed KPIs and performance criteria.

Incident Management Business Communication – supporting the creation of appropriate levels of incident awareness across the Thames Water business and ensuring that relevant incident business impacts are understood alongside details of the work being carried out to restore service.

Risk Management – Working with the Operational Risk & Compliance Manager to assist in identifying risks and issues that arise from the Incident Management process.

Continuous Service Improvement – Assisting in making recommendations to improve overall process delivery.

Stakeholder Management – Developing key relationships within the business areas and Thames Digital to support the management of all incidents but in particular P1 Major Incidents and P2 Business Significant Incidents to ensure that business impact is fully identified and understood, and stakeholders are fully engaged during the incident management process.

To be successful you will have the following skills and experience:
  • ITIL v3 Foundation certificate
  • ITIL Intermediate Service Operation or Operational Support and Analysis
  • Significant Experience working in an IT Operational Environment
  • Experience of delivering and managing services to agreed levels
  • Understanding of the regulatory and audit requirements with respect to information security and privacy issues
  • 3 years+ Incident Management experience adhering to ITIL/ITSM standards and at least two years of team leaders’ responsibilities
  • Strong planning, communication and presentation skills, the capability to listen and influence, and proficiency in process management
  • Excellent decision-making, problem-solving, team building, negotiation, conflict management, and time management skills
  • Ability to communicated technical and non-technical information to audiences of various levels in the organisation (g. executive, management, end users)
What’s in it for you?

Our competitive salary package includes an excellent contributory pension, 26 days holiday per year increasing to 30 with length of service and a wider benefits scheme. This includes an annual pay review, season ticket loans, voucher scheme giving you money off in major retail outlets, loyalty awards for continuous service plus much more, including our refer-a-friend bonus, where you can receive up to £1,000 for helping someone get a permanent position within the company. 

We’re also proud to be here for our local community, offering all of our teams two days paid volunteer leave a year, as well as proudly supporting a lot of local events and charities. 

About us

Thames Water is the UK’s largest water and wastewater company. We make a daily difference to millions of customers by supplying 2.7 billion litres of world-class water to around 10 million homes.  

As our world changes, the need to take care of our most precious resource is greater than ever, both locally and globally. That’s why, at Thames Water, every one of our actions, big and small, matters every day. Water is essential to daily life, and that means our business is always open. We’re passionate about providing world-class tap water, now and for the future.

We’re also turning poo into power, self-generating 20% of the energy we use and, in turn, doing our bit for the planet. We’re reducing plastic waste by celebrating our tap water and rolling out an ambitious water fountain project. We’re using our voice to lobby for change and partnering with WaterAid to provide clean water to the world’s poorest communities

Together, we’re building a better future for our customers, our region and our planet.
Thames Water is a unique, rewarding and diverse place to work. If you join our team, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and unparalleled benefits. We’re also proud to be an equal opportunity employer, Stonewall Diversity Champion and Disability Confident Leader, welcoming individuals from all walks of life and leading the way with an award-winning mental health and wellbeing strategy.