Job Overview of the incident manager
The Incident Manager at 5Y is responsible for ensuring the effective management of incidents related to software integration and implementation, minimizing disruptions to business operations, and maintaining high levels of service performance. This role requires cross-functional collaboration with development, operations, and support teams, along with strong leadership in managing incidents across various platforms. The ideal candidate will have a background in IT service management, software integration, and experience using ServiceNow and Azure DevOps (ADO) to manage incidents and bed required to work a night shift.

Key Responsibilities:

1. Incident Management:
• Lead and coordinate the resolution of incidents related to software integration and implementation, ensuring swift responses to minimise business impact.
• Prioritize, assign, and manage tickets based on severity and business impact, adhering to service level agreements (SLAs).
• Effectively allocate resources for timely resolution of incidents, ensuring clear communication with stakeholders.
• Collaborate with software developers, system administrators, and end-users to analyse, troubleshoot, and resolve software-related issues.
• Engage in proactive incident management by utilizing monitoring tools to identify potential issues before they escalate.

2. Software Integration:
• Facilitate thorough testing of new software solutions to ensure seamless operation prior to release.
• Work closely with development teams to define integration requirements and enable smooth incorporation of new software components into existing systems.

3. Implementation Planning:
• Develop and execute detailed implementation plans for software releases, updates, and patches, ensuring minimal disruption to business operations.
• Plan implementation schedules during low-impact periods, and communicate effectively with stakeholders and end-users to provide updates on planned changes.
• Conduct risk assessments and contingency planning for software implementations, ensuring alignment with business continuity objectives.

4. Incident Handling in ServiceNow and ADO:
• Utilize ServiceNow and Azure DevOps (ADO) platforms to log, track, and manage incidents, ensuring efficient resolution and transparency.
• Adhere to the organization's incident management processes within ServiceNow and ADO, maintaining compliance with company standards and best practices.

5. Documentation and Reporting:
• Maintain comprehensive documentation of software integration and implementation processes, including configurations, procedures, and troubleshooting guides.
• Generate detailed incident reports, performance metrics, and post-implementation reviews to identify trends and areas for process improvements.
• Recommend improvements based on incident analysis and contribute to the continuous enhancement of the software deployment process.

Core Competencies:

Incident Management Expertise:
• Strong understanding of incident management frameworks, including ITIL processes.
• Ability to prioritize and handle multiple incidents while maintaining a focus on minimizing operational disruption.

Technical Proficiency:
• Familiarity with software integration methodologies and tools.
• Experience with monitoring tools, issue-tracking systems (e.g., ServiceNow, Azure DevOps), and incident management solutions.

Problem-Solving Skills:
• Strong analytical and troubleshooting abilities to diagnose complex software issues and drive resolutions quickly.
• Ability to remain calm under pressure, make decisions with incomplete information, and lead incident resolution efforts.

Collaboration & Communication:
• Excellent verbal and written communication skills to coordinate with internal teams, vendors, and external stakeholders.
• Demonstrated ability to work cross-functionally with development, operations, and support teams to drive outcomes.

Process Management:
• Ability to document, monitor, and refine incident management processes for continuous improvement.
• Strong organizational skills to ensure all incidents, integrations, and implementations are handled with structured planning and execution.

Stakeholder Management:
• Skilled in managing relationships with key business stakeholders and end-users, providing transparency and updates on incident progress.
• Ability to understand business impacts and align incident management efforts with overall business objectives.

Qualifications:
• Bachelor’s degree in Computer Science, Information Technology, or a related field; or
• 3-5 years of experience in incident management, software integration, or a related role.
• Strong knowledge of ServiceNow, Azure DevOps, or similar incident management and tracking platforms.
• ITIL certification is preferred.
• Experience working in data management or software-driven environments is a plus.

Why Join 5Y?
At 5Y, we’re focused on delivering high-quality data management solutions for our clients. You’ll have the opportunity to lead critical incident response efforts, ensuring seamless software integration and operational stability.

Join us to shape the future of our incident management strategies while working in a collaborative and dynamic environment.

Job Types: Full-time, Permanent

Pay: £38,000.00-£40,000.00 per year

Additional pay:
• Bonus scheme

Benefits:
• Company pension
• Life insurance
• Work from home

Schedule:
• Monday to Friday

Experience:
• Incident response: 2 years (required)
• Azure: 1 year (required)
• ITIL: 1 year (required)
• Incident management: 1 year (required)

Work Location: Remote

Reference ID: incident manager