Incident Manager

Commify • No location specified • Full-time

$65,000

per year

leadership Process Improvement Incident management Root Cause Analysis Software Service

Job Description

Founded in Nottingham in 2001, our journey began with a clear goal: to establish a best in class communications service for businesses. With over 20 years of achievements in the communications industry, we have flourished and evolved under the guidance of Private Equity ownership. Today, we proudly operate in 9 countries, including the UK, France, Spain, Italy, Romania, Germany, the Netherlands, Australia, and the USA, supported by a dedicated team of over 350 passionate innovators. Our objective remains unwavering: to elevate business communication to new heights. With ambitious growth plans, we aim to expand our already impressive range of products.

The Incident Manager plays a pivotal role in developing and maintaining robust incident management processes throughout our organisation. This position goes beyond merely implementing best practices; it encompasses taking the helm during significant incidents across various platforms and regions, championing continuous improvement through in-depth Root Cause Analysis (RCA) and swift resolution of actions.

The Role:

Drawing on your previous experience in implementing incident management processes, you'll be responsible for shaping and enhancing our current framework, collaborating with stakeholders across the organisation to optimise our approach to live incident management. You will engage at multiple levels, from orchestrating the resolution of major incidents to influencing the prioritisation of tasks in Engineering and TechOps teams aimed at resolving root cause issues and enhancing service delivery.

Your mission is to empower the business to elevate its response, reaction, and resolution strategies for major incidents, leading to improvements in our software, customer experience, and communication.

Incident Management Process Implementation: Create and implement a resilient incident management process to effectively tackle incidents across our various platforms.

Incident Response, Resolution and Communication: Take the helm in leading and coordinating responses to major incidents, ensuring swift resolutions and minimal operational downtime, combined with clear communication to stakeholders ranging from executives and senior managers to customers regarding progress, severity, and impact.
Root Cause Analysis (RCA): Conduct extensive RCAs for incidents to uncover underlying challenges, clearly communicate findings to relevant stakeholders, and ensure that all actions arising from RCAs are tracked and addressed promptly, preventing recurrence and enhancing systems.
Continuous Improvement: Regularly evaluate and refine the incident management process, integrating best practices and lessons learned from past incidents. Additionally, implement improved processes for newly acquired businesses and platforms to elevate the maturity of incident and change management.
Team Collaboration: Work closely with Technology, Sales, Customer Success, and Compliance teams to ensure a unified approach to managing incidents.
Reporting: Generate regular reports on incident and change management trends, outcomes of RCAs, and action statuses.
Compliance: Ensure compliance with regulatory requirements and policies across all Service Management processes.
On-Call Escalation Management: Engage in the out-of-hours Escalation Manager rota, providing leadership and decisive decision-making support in critical scenarios alongside other managers.

The Person:

Extensive experience in leading incident management for critical issues in a 24x7 software service environment, showcasing a proven track record of effectively steering issues to resolutions.

Proven expertise in developing and implementing incident management processes.
Supervise the completion of the post-mortem (RCA) statements for all high-severity, critically impactful incidents and challenges.
Strong leadership and communication abilities, capable of managing cross-functional virtual teams.
Demonstrated resilience under pressure and decisiveness in complex scenarios.
Skilled in prioritising multiple high-priority issues simultaneously without compromising SLA commitments.
Ability to balance the demand for high availability and performance against the need for rapid delivery of technology changes and improvements.

Benefits