Incident Management Support

Job Title: Incident Management Support
Contract Type: Contract
Location: England
Salary: £18 - £20 per hour + Inside IR35
Start Date: Jan 2021
Reference: BBBH25198_1607460077
Contact Name: Zoe Latuszka
Contact Email:
Job Published: December 08, 2020 20:41

Job Description

Census Incident Management Support

Titchfield - Remote for foreseeable/Duration

Inside IR35

£20 per hour

9 Months

The post holder will support the Incident Management (IM) process for the Census 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 within challenging timescales. You will be responsible for managing and improving the operational delivery of CFO services for the 2021 Census, ensuring that issues or incidents raised by the Supplier or ONS 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.


  • Providing support to manage the end-to-end IM processes across CFO and be responsible for or have touchpoints from other teams. Ensuring that the IM procedures are followed through to resolution
  • Monitoring incidents, preparing reports and liaising with the Supplier and stakeholders
  • Communicate effectively, providing briefings to management
  • Escalating incidents as necessary
  • Working with the internal teams and the Supplier to identify/update any issues and the prioritization needed to ensure that the operation can run smoothly
  • Set up and support IM meetings across multiple workstreams, convening these at short notice where necessary
  • Supporting the business teams during the live operation with the triaging, logging and management of incidents;
  • Preparing 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
  • Working with the Incident Manager and relevant workstreams to understand the impact of IM and supporting the development of action plans to ensure any issues are fully understood and promptly resolved
  • Report progress to management team as needed
  • Provide support during the high-pressured operational period to the different workstreams
  • Trouble shooting of any issues that arise on an ad hoc basis
  • Flexibility to work outside normal office hours, including weekends, evenings and Bank Holidays as required to provide adequate cover during live operations

Skills and Experience

Strong teamworking, consultation, planning and problem-solving skills

Strong communication and interpersonal skills, both written and verbal

Experience of cross team working across projects

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

Experience of minuting meetings where complex, technical issues are discussed


  • Excellent ability to manage your own workload effectively, as well as organizational skills to deliver to time with quality
  • Proven ability to work in a fast-paced environment and the ability to adapt to a new and ever-changing working environment


  • Experience Chairing or coordinating meetings and delegates at short notice

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