Field Operations Incident Manager x2

Job Title: Field Operations Incident Manager x2
Contract Type: Contract
Location: England
Salary: £21 - £24 per hour + INSIDE IR35
Start Date: ASAP
Reference: BBBH25134_1607011084
Contact Name: James Norval
Contact Email:
Job Published: December 03, 2020 15:58

Job Description

Role Title: Field Operations Incident Manager x 2
Role location: Portsmouth area (Currently homeworking)
Rate: £21 - £24 per hour, 37 hours a week, Inside IR35
Duration: 10 Months
Deadline: Tuesday 8th December 2020 at Noon


This is a complex service with many technical integration points, and we need to ensure that any incidents are managed effectively, promptly and successfully. The Incident manager will work closely with the relevant teams or specialists to aid prompt resolution, ensure appropriate sharing of information, manage the more severe incidents in real-time and to communicate necessary information, including escalations through to senior managers & providing targeted and effective briefings.

The role sits within the Field Operation Head Quarters team and reports to the Head of CFO HQ. The HQ team perform a vital role supporting the various CFO & field-based teams and responsibilities range from governance, performance reporting, planning, incident management, strategic oversight of activities, mobilisation of field teams and business continuity, planning and process development.

Job Description

The post holder will manage the Incident Management(IM) process for the Field Operations teams (CFO), managing incidents, communicating with stakeholders (internal and external) leading and/or supporting incident meetings to make sure the solution is as robust as possible and resolved to challenging timescales. You will be responsible for managing and improving the operational delivery of CFO services, ensuring that issues or incidents raised by the Supplier are managed and rectified (where necessary) to deliver the expected outputs to the agreed standards. You will be working across multiple workstreams with stakeholders and subject matter experts to manage, monitor, progress and resolve incidents and issues.


You will be responsible for:

* Managing the end-to-end Incident Management processes, products and services that affect the CFO teams & will be responsible for or have touchpoints from other teams. Ensuring that the IM procedures are followed through to resolution
* Preparing informative & precise briefings for management with recommendations or planned actions clearly identified
* Escalating incidents to senior managers as appropriate
* Engaging in the Governance process as necessary
* Managing incidents, ensuring reports are prepared and liaising with the Supplier and stakeholders
* Working with the internal teams and the Supplier to identify/update any issues and the prioritisation needed to ensure that the operation can run smoothly
* Manage IM meetings across multiple workstreams, convening these at short notice where necessary
* Leading and supporting the business teams during the live operation with the triaging, logging and management of incidents
* Preparing and reviewing IM reports, circulating and supporting completion of IM logs
* Review all communication channels that involve IM and ensure these are working effectively, identifying areas for improvement
* Assist in planning and coordinating readiness testing. Including executing test scenarios and ensuring smooth transition into live operations
* Working with the relevant workstreams to understand the impact of IM and developing action plans to ensure any issues are fully understood and promptly resolved
* Report progress to the management team and other key stakeholders, as needed
* Provide leadership and support during the high-pressured operational period to the different workstreams
* Trouble shooting of any issues that arise on an ad hoc basis
* Line management of a small team
* Flexibility to work outside normal office hours, including weekends, evenings and Bank Holidays as required to provide adequate cover during live operations

Person Specification

* Strong interpersonal, teamwork, consultation, planning, problem solving and analytical skills
* Proven skills to balance priorities and manage your own workload effectively, as well as organizational skills to deliver to time with quality
* Proven ability to use relevant information to make informed, pragmatic and sensible decisions
* Excellent communication (written and verbal) and interpersonal skills, with a strong focus towards working with others to resolve issues
* Ability to present complex information in a way that can be easily understood by stakeholders at all levels
* Experience of cross team working across projects and / or collaboration with different business areas
* Proven ability to work in a fast-paced environment and the ability to adapt to a new and ever-changing working environment;
* Excellent attention to detail and ability to identify key information from various sources;
* A strong customer centric approach to understand needs and the ability to gain buy in from key stakeholders
* Previous Incident Management or Business Continuity experience

* Ideally you will be confident in and have experience of using software packages including Service Now
* Experience Chairing meetings, providing documentation with limited preparation time
Additional requirements:

* Travel outside the office which may include overnight stays. The requirement for travel and overnight stays may increase at certain times e.g. when developing services and during operational periods
* During operational periods you will be required to provide cover on a rota basis within the team. There is also a requirement to provide evening, weekend & Bank Holiday cover as required
* Holiday leave restrictions are in place to ensure cover during the key phases of development and operations, any booked leave must be shared at the offer stage

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