Title:  Incident Management Specialist

Job Purpose

We are seeking an Incident Management Specialist to provide additional support to the team by communicating recommendations across departments and addressing any concerns. The role involves analyzing large datasets, drawing valid inferences, and presenting findings to management. The ideal candidate will have a broad knowledge of Cadent’s Core Policies and Procedures, understand and document detailed business requirements, and use data modeling to suggest strategic and operational improvements. They will demonstrate Cadent Values, contribute to a customer-oriented approach, and liaise with stakeholders to understand data content. An inquisitive nature, interest in skill development, and an inclusive work ethic are essential.

Key Responsibilities

• Incident Management: Develop, manage, and operate robust incident management processes, ensuring industry best practices.
• Team Support: Guide and prioritize workload for Incident Analysts, ensuring vendors and support teams meet SLA and KPI requirements.
• Incident Investigation: Conduct investigations following major incidents, identify and implement preventative actions, and coordinate with internal colleagues and IT service providers.
• Improvement Planning: Plan and drive incident improvement plans based on trend analysis and recurring IT problems.
• Compliance & Performance Monitoring: Ensure compliance with risk and control audits, monitor performance metrics, and drive service improvements through recommendations and outcomes from incident and problem management meetings.

Skills and Experience

•    Certified in ITIL (foundation level) as minimum.
•    Experience of delivery of IT Services in a multi-sourced environment. 
•    Strong experience in incident/problem manager role. 
•    Detailed knowledge of the ITIL incident and problem management processes.
•    Good understanding of change, configuration and availability processes.
•    Experience of working within an ITIL disciplined environment. 
•    The ability to work and team effectively with vendors and Cadent stakeholders.
•    Evidence of ability to lead, engage, inspire and manage change whilst delivering results.
•    Experience of driving colleague/customer results through management of indirect resources
•    Strong interpersonal, negotiating, influencing and leadership skills, excellent communication skills at all levels. 
•    Strong drive and passion for continuous improvement.
•    Demonstrates analytical and systematic approach to problem solving.
•    Coordination skills; managing complex IT technical investigations. 
•    Excellent judgement, tact and decision-making ability.
•    Excellent communication skills at all levels, with the ability to translate complex IT issues into business related vocabulary