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Defence Business Services (DBS) - IT Service Management - Incident Manager
| Posting date: | 11 March 2025 |
|---|---|
| Salary: | £29,580 per year |
| Additional salary information: | A pension contribution of 28.97% based on the listed salary |
| Hours: | Full time |
| Closing date: | 10 April 2025 |
| Location: | BS34 8JH, FY5 3WP |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | Ministry of Defence |
| Job type: | Permanent |
| Job reference: | 395655 |
Summary
Working within a small team, this role will be responsible for continued delivery of DBS Live Services, owning and invoking the DBS IT Incident Management process for corporate services including Finance, Commercial, Payroll and HR for Military Personnel, Civilian Personnel and Veterans. Liaising with DBS teams to restore normal service operation as quickly as possible and minimise any adverse effects on business operations. This ensures that the best possible levels of service quality and availability are returned and maintained. The role will work closely with stakeholders to understand the position of live service incidents, agreeing timelines for recovery actions and holding 3rd party providers to account to meet these timelines. This role will also provide support to HR application users both Civilian and Military, using IT skills and problem solving to resolve logging in issues.
Responsible for reporting all ITMS incidents and issues. To engage in problem management activities to ensure all services are restored as quickly as possible.
To work in delivering Live Services to meet KPI targets by ensuring that all incidents follow the single incident management process.
Escalation of problems to the relevant stakeholders where a pattern of incidents has occurred.
Follow up incidents to obtain root causes and preventative measure actions in line with incident and problem management procedures.
Maintaining accurate records of incidents, problems, KPI’s which contributes to critical management information reporting.
Produce detailed, accurate reports on service performance and communicate these to key stakeholders in a consistent and timely manner.
Liaise and negotiate the timing of planned outages, to minimise disruption to business operations.
Issue clear and timely communications informing customers of any disruption to IT service delivery. Considering all channels of communication, to achieve positive engagement.
Providing support to HR application users (Civilian & Military), problem solving to resolve logging in issues.
Represent the Service Management team during Service Review Meetings with 3rd Party Providers.
Regular attendance at DBS locations to maintain positive working relationships with colleagues, customers, suppliers. This will involve occasional travel to other DBS/MoD locations to attend meetings/workshops.
Assist the wider Service Management team (I-Hub) to provide face to face customer service support at site
Responsible for reporting all ITMS incidents and issues. To engage in problem management activities to ensure all services are restored as quickly as possible.
To work in delivering Live Services to meet KPI targets by ensuring that all incidents follow the single incident management process.
Escalation of problems to the relevant stakeholders where a pattern of incidents has occurred.
Follow up incidents to obtain root causes and preventative measure actions in line with incident and problem management procedures.
Maintaining accurate records of incidents, problems, KPI’s which contributes to critical management information reporting.
Produce detailed, accurate reports on service performance and communicate these to key stakeholders in a consistent and timely manner.
Liaise and negotiate the timing of planned outages, to minimise disruption to business operations.
Issue clear and timely communications informing customers of any disruption to IT service delivery. Considering all channels of communication, to achieve positive engagement.
Providing support to HR application users (Civilian & Military), problem solving to resolve logging in issues.
Represent the Service Management team during Service Review Meetings with 3rd Party Providers.
Regular attendance at DBS locations to maintain positive working relationships with colleagues, customers, suppliers. This will involve occasional travel to other DBS/MoD locations to attend meetings/workshops.
Assist the wider Service Management team (I-Hub) to provide face to face customer service support at site