Incident Manager

Internal role title:

Incident Manager


CSI House, Birmingham

Reports to:

Service Desk Leader



Overview of Role

The Incident Manager plays a huge part in the day to day operation of the business. The role focuses on restoring normal service operation as quickly as possible and minimising any adverse effect on our clients’ business operations. Well-rounded communication skills and the ability to build working relationships with both colleagues and customers is vital. You will need to support the company’s commitment to achieving high standards of client satisfaction and service quality.

CSI aligns to ITIL best practices and there will be a focus on driving improvements in the delivery of the service. Customer service is key, the role requires a confident, highly motivated self-starter, who enjoys constant challenges and delivering results. supporting other key functions such as Change Management will also be required.

Key Accountabilities

  • Act as an escalation point for high priority incidents
  • Work closely with customers, internal support teams and vendors to manage high priority incidents through to resolution
  • Host major incident conference bridges
  • Manage high priority communication bulletins to customers and internal stakeholders
  • Ensure post priority 1 incident reviews are carried out
  • Produce Incident Reports and Root Cause Analysis reports
  • Provide support and cover for the Change Management function
  • Be part of the on-call Incident Management rota
  • Provide coaching, guidance, and support of the incident management process to ensure it delivers against the expectations of the clients and the company
  • Work closely with service delivery managers, to ensure a consistent approach to customer satisfaction and enable the growth of business for CSI
  • Report any actual or potential security risks or incidents you become aware of through the security process
  • Build and maintain effective working relationships with colleagues, clients, and third parties, as required, to support the company’s values
  • Use your experience and expertise to support the IT Delivery team and beyond your own function, where appropriate
  • Identify areas for service improvement and efficiencies

Professional / Personal Skills and Experience

  • Track record of delivering success in a similar role within an IT or professional services business
  • Significant experience of Incident, Problem and Change Management from an operational perspective gained through ITIL v3 experience
  • Client and solution-focused; prepared to go the extra mile to resolve client issues to their satisfaction without compromising the viability of the contract
  • Ability to listen effectively to diagnose a client’s problem and find an appropriate solution
  • Capable of being highly responsive with a strong sense of urgency and a commitment to follow-through
  • Effective communicator who engages with the business and makes a valuable contribution to its success
  • Ability to work under pressure
  • Experienced Microsoft Office user (Outlook, PowerPoint, Word, Excel)

Key Attributes for the Role

  • Putting clients first whilst promoting CSI values
  • Ensuring great service is at the heart of all you do
  • Delivering results
  • Managing a changing environment
  • Making a personal difference
  • Communicating for impact
  • Having a positive attitude
  • Enjoys a challenge…!


Apply now

Please complete the form below and attach any accompanying documentation to support your application.