Incident Manager

We have an exciting new role for an IT Incident Manager to join our service function in either Manchester or Reading

The IT Incident Manager will join a dynamic, fast paced team and be responsible for ensuring standardised methods and procedures are used for efficient and prompt management of all High Priority IT incidents in order to restore normal operations as quickly as possible. As part of the Major Incident Management team, they will work directly with the Service Desk and Monitoring teams to assess, manage and escalate as required.

This role operates a rota, 7 days a week, with on call as required. (this is subject to reasonable change with notice) Out of hours is covered off-shore. You will be working 1 weekend in 4

Key responsibilities

The IT Incident Manager has end to end responsibility for the management, communication, escalation, investigation and resolution of all P2 IT / MPMI related High Priority incidents, ensuring Business / Customer updates are timely and of sufficient quality.

You will lead and drive the fastest possible incident resolution and restoration by engaging the right teams and leaders from across the organisation at the right time.

As you will be responsible for any IT P2 / MPMI incidents that occur, you will constantly be working with a large number of stakeholders which range from internal customers, managed service providers through to VP level executives and external 3rd parties, so you must enjoy working with people across all levels.

The UK’s fastest broadband network. The nation’s best-loved mobile brand. And, one of the UK's biggest companies too.

Diverse, high performing teams - jam packed with serious talent. Together, we offer the UK more choice and better value, through our boundary-pushing, customer-championing values and ambitions.

Together, we are Virgin Media O2, and we can't wait to see what you can do.

Accessible, inclusive and equitable for all

Virgin Media O2 is an equal opportunities employer and we're working hard to remove bias and barriers for our people and candidates. So, we build equity and inclusion into everything we do, from the policies we craft to the relationships we shape. We support and encourage you to be your authentic self throughout your application journey with us.

• Excellent problem solving and decision-making skills
• Proven experience working within the ITIL framework
• You will be a self-motivated individual that is dedicated to delivering brilliant customer service, be willing to contribute to team efforts, and must pose strong communication and interpersonal skills, both verbal and written
• Experience working in a service environment

• An understanding of BMC fault management systems (Remedy / Helix)
• ITIL Foundation or similar
• A confident leader, with an ability to influence and organise multiple teams towards a single goal
• Good understanding of key business processes, ideally within a large IT organisation

Our goal is to celebrate our people, their lives and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world.

Working at Virgin Media O2, you get a bumper reward package bursting with benefits, and loads of extras you can add if you’d like to. These are designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way.

If we feel like a place where you can belong, we'd love to learn more about you as a person and your experience to date. Once you've submitted an application the next steps of the process, if successful, are likely to include a competency based interview.

When you apply, you'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you.

Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert, therefore we may bring the closing date forward. We encourage all interested applicants to apply as soon as possible. If you’re offered a job with us, it will be conditional, based on the passing of background checks. All roles require a criminal record check and some roles need a financial probity check. Your recruiter can provide you with more information if needed.

Thanks for your patience and for showing an interest in joining the Virgin Media O2 family.