Incident Manager

  • Digital/IT
  • Bootle
  • £34,509 - £37,724 GBP / Year
  • Jun 17, 2024
  • Salary:£34,509 - £37,724

As HSE’s IT Incident Manager your role will be to restore normal service operation as quickly as possible and minimise any adverse effects on business operations, ensuring that the best possible levels of service, quality, and availability are returned and maintained. You will maintain the highest standards of user and customer focus, ensuring that services are restored to user/customer satisfaction.

You will collaborate with cross functional teams to identify and address root causes for incidents, implementing preventative measures and act as a liaison between technical teams, management, and stakeholders to communicate incident status and resolution times as required. You will also work alongside HSE Resolver Teams to ensure third party vendors and services providers are engaged to resolve incidents within the agreed SLA’s as appropriate.

Key Responsibilities 

  • Effectively manage and support the resolution of IT incidents, ensuring minimal impact on business operations.
  • Undertake Quality Assurance Checks, providing feedback to HSE Resolver Teams and Third-Party Vendors as appropriate.
  • Regularly evaluate HSE’s Incident Management processes and implement improvements and efficiencies.
  • Generate regular (Daily/Weekly/Monthly) ServiceNow reports and Dashboards for management as required, to assess performance and identify areas of improvement.
  • Support HSE’s Major Incident Manager (MIM) participating in post-incident reviews to analyse the effectiveness of responses, document lessons learned, and implement improvements for future incident management.

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