Incident Manager Position Available In Colbert, Alabama

The Home Office works to build a safe, fair and prosperous UK. We achieve this through our work on counter-terrorism, policing, fire, crime, drugs policy, immigration and passports. Home Office Digital, Data and Technology designs, builds and develops services for the rest of the department and for government. Every year our systems support up to 3 million visa applications, checks on 100 million border crossings, up to 8 million passport applications and deliver 140 million police checks on people, vehicles and property. As a member of the Central Operations Platform (COP) Live Services team, you will play a key role in the provision of service support at the Home Office, contributing to the delivery of high-quality consistent incident, problem and request fulfilment management processes across the estate. As an Incident Manager you will identify and log issues, and support with investigating and addressing Home Office users’ technical queries, requests, incidents and problems in a timely and professional manner, maintaining a clear focus on the user throughout. You will work closely with other DDAT technical support teams and a variety of suppliers to address issues and restore services within agreed service level agreements. You will also get the opportunity to learn about the variety of delivery and support approaches in place at the Home Office including Agile delivery and DevOps. Your main day-to-day responsibilities will include: Supporting the effective management of technical incidents in line with incident management processes and maintaining records (using appropriate HO toolsets). Reviewing and ensuring accurate information about technical incidents is captured and recorded in order to provide the relevant information to the appropriate DDAT support teams and to facilitate service and management reporting. Additionally, supporting other members of the Live Services team in their activities (e.g. Change and Release and Business Continuity Disaster Recovery plan). Providing a point of escalation for Service Desk team members. Supporting the major incident review process: reviewing major incidents, documenting major incident reports and lessons learned in a timely manner; and ensuring identified actions are completed. Providing stakeholders with updates on the status of technical incident, service requests and problems. Regularly engaging with other DDAT teams and / or suppliers to resolve technical incident, service requests and problems in line with Service level Agreements (SLA). You will also be expected to carry out the following day to day activities: Proactively contributing to continual service improvement through the identification of incident management process and procedure improvements. Liaising with Problem Management to support root cause analysis activities and with the Service Desk to understand incident trends and metrics. Producing and sharing reports and analysis on technical incidents as required. Supporting the onboarding of new / updated services as required, undertaking the necessary training to upskill in the support of the new services.

Undertaking knowledge management activities:

identifying, controlling and storing any relevant information, and maintaining knowledge items to ensure that they are current, relevant and valid. Sharing knowledge and expertise with others, coaching and supporting team members as required. Undertaking appropriate training for the role and seek to constantly improve performance through personal development. Participating, contributing to and supporting collaboration initiatives and career development within the IT Operations community, building in-house capability via a professional community of practice. Working Pattern Due to the business requirements of this role, it is only available on a full-time basis. However, compressed hours are available .