Hermes
Morley, UK
The Vacancy Job Overview: The Incident Manager has responsibility for the governance of IT Incidents with the overall target of minimising disruption to the Hermes business. This includes both standard incidents (P3 or P4) or the full end to end management of Major Incidents (P0, P1 or P2). You will be accountable for: Ownership of the Incident Management Process ensuring the flow is fit for purpose and supports the target of Incident SLA’s being met and exceeded by teams. Active role in driving and Incident Reduction Plan with the target of reducing a number of services impacting Major Incidents affected the Hermes business. Define and deliver scheduled reports and dashboards in a variety of formats that demonstrates performance against KPI’s and any areas of focus required to reduce incident resolution times and/or volume, ensuring effective publication at senior and executive management level Perform regular reviews with resolver group management...