Incident Assurance Manager

Incident Management plays a critical role within the wider Three Service Management function providing UK based Incident Management resource 24x7, 365 days of the year, working alongside the Partner Incident Management teams, Service Desk and off-shore Front Office ICT and Network operations functions.
Accountable for the governance of the E2E incident management process.  This includes processing and coordination of appropriate and timely responses to incident reports, channelling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress towards service restoration.

Accountable for ensuring that incident management processes will work effectively across partners to minimize service impact and therefore only require minimal resource at the Service Assurance level. This will be enhanced through automation and workflows to ensure resolver groups receive incidents without intervention.  

• Ensures that any impact to Services for customers and employees is minimized through effective Service Restoration. Service Restoration will be achieved through partners in the resource layer managing technologies underpinning services.
• Responsible for routing major incidents between partners and coordinating resolutions in a timely manner with minimal disruption to the business.
• Responsible for developing the procedures and frameworks for how incident management is handled by partners, and in between partners.
• Ensures Service Impact is consistently understood and communicated to the right level of business stakeholders in a timely fashion through appropriate service monitoring and post incident reporting.  Incident management will be seamless embedded to change, problem and CSI activities and process.
• Ensures Incident Management processes work effectively across partners to minimize Service Impact and therefore only require minimal resource at the Service Assurance level. This will be enhanced through automation and workflows to ensure resolver groups receive incidents without intervention.

Essential:

• Extensive experience in a fast-paced Operations environment working within an ITIL framework with a solid understanding of the Incident Management process.
• Strong analytical capabilities, highly organised and excellent relationship management skills.
• Energetic and pro-active with a "can-do" attitude.
• Proven ability to engage and communicate with senior stakeholders and support teams across any number of business functions.
• Rational and calm under pressure.

Desired:

• ITIL Qualifications.
• Experience of ICT / and or Mobile Network Technologies.

Candidates at this level should demonstrate:

• Experience of working with and influencing various levels of management, building relationships and influence across teams and a wider community of other leaders and managers. A clear communicator.
• Will have clear subject matter experience of their area (both technical and commercial) and ability to connect and work across multiple domains. Can demonstrate knowledge of their area articulated through key operating elements of people, process and technology.
• Will be passionate about the use of data and insight to make informed decisions, solve problems and input to operational and strategic plans. Can demonstrate the ability to gather, analyse and present information in business terms for management and leadership consumption.
• Ability to work in a fast paced changing environment that shows flexibility, resiliency, self-awareness and ability to support other team members.

• The salary range for this role starts at £40,960, the exact salary will differ by job and experience
• A car allowance, a performance based annual bonus & an additional 'flexible allowance' to spend on additional benefits, topping up your pension, or to be added to your salary.
• Hybrid working between your home (2-3 days a week) and our brand new Reading HQ office at Green Park (2-3 days a week) or Glasgow Office for those based in Scotland.
• 28 days annual leave + 8 bank holidays + 3 personal days annually, which increases with length of service.
• Private Medical Insurance, Life Assurance and Income Protection.
• Free mobile phone package & unlimited sim-card
• Free on-site car parking 
• Plus lots more including wellbeing and learning & development benefits!

Our people make us who we are. We’re a diverse and inclusive bunch, and it’s important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.

With that in mind, if you do not ‘tick every box’ in the job advert above, there are likely other valuable attributes and skills you have that would make you a great addition for the team. So, if you feel this role is for you, then please apply! We are committed to equality in employment and growing a diverse workforce. We embrace those of any race, gender identity, sexual orientation, age, religion, disability, marital status, family status or civil status and we want our teams to reflect this!

We are a Disability Confident Committed Employer. Need any reasonable adjustments? Let us know when you apply so we can support you throughout the interview process.

At Three we have a hybrid working arrangement in place as standard for office based employees, where employees work from a mix of office based location and working from their home in the UK to carry on their role.

Excluding retail, our core hours at Three are between 10:00 and 16:00, with operating hours between 08:00 & 18:30. This allows employees to have a start time between 08:00 and 10:00 and finish time between 16:00 and 18:30.