Incident Manager

ISS; London; On-site; GBP 40,000 - 80,000; Full time

Job description

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As a global leader in facilities services we connect people and places to make the world work better. Whether directly or indirectly, you'll play a vital role in supporting our placemakers in delivering exceptional workplace experiences for our customers. Together, we make space for people and businesses to thrive.

Location: London

Job Title: Incident Manager - Barclays JOC

To aid in the protection of Barclays operations through the reduction in the number of preventable incidents and to reduce incident impact through improvement of incident mitigation measures. The Incident Manager will be based within the Joint Operations Centre (JOC) in London and manage the ISS operational teams response to an Operational Facilities Incident which could potentially impact on Barclays through financial, regulatory or reputational damage.

Main purpose of the position:

Working with a leading Global Bank we are changing the way we manage and report Incidents.

As the ISS Incident Manager you will be part of a team of 4 working a 24/7 365 shift. Reporting to the Incident Management Team Leader you will have the opportunity to help support and shape our global incident management and escalation needs. You will join us at an exciting time, where you, as part of the Global Knowledge Centre, will take part in defining and delivering new business solutions, changing how ISS operates, within the Barclays contract.

Scope: Responsibility for the delivery of Incident Management services within the Barclays JOC supporting the Barclays contract globally.

• You will be required to work on various shifts to facilitate a 24x7x365 on site presence. Shifts will include a combination of 12 hour days and 12 hour nights and will be office based.
• This role will work closely with the ISS Operational, Engineering and Global Service Centre teams as well as developing strong relationships within the Bank JOC and Risk teams.

Key Responsibilities:

• Manage major and significant incidents to ensure timely resolution of incidents within expectations and SLAs.
• Ensure detailed shift hand over reporting.
• Host and manage appropriate Incident calls to facilitate the restoration of major incidents.
• Ensure all incidents have accurate business impact statements, ongoing actions and detailed recovery plans that are communicated to the correct audience throughout the incident lifecycle.
• Ensure all communications are received in a timely manner and managed as per the contract SLAs.
• Provide incident communications to ISS, Barclays CRES & Barclays Stakeholders from incident start through to incident resolution.
• Ensure that all incidents are reported in accordance with the agreed Barclays Minimum Standards and ISS Incident Escalation Policy.
• Ensure effective communication to all key stakeholders and teams.
• Work closely with the ISS Global Service Centre who will be the first response for logging all ISS Operational Facilities Incidents.
• Facilitate post incident reviews (PIR).
• Ensure each individual incident is fully recorded on the agreed IM platform and tracked through to completion.
• Manage the upkeep and administration of the incident distribution lists.

Post Incident Review:

• Ensure PIR actions are captured & tracked through to completion.
• Use reporting to create a pipeline of solutions to address incident hot spots / root causes.
• Provide pre incident / post incident intelligence to ISS, CRES & Barclays Stakeholders to help prioritise action around incident reduction.
• Ensure effective and timely communication of post incident intelligence.
• Work with BI team to develop and refine reporting requirements.
• Provide status reporting to account management teams.

Change Management:

• Support system development and workflow process enhancement.
• Support continuous improvement of the business processes in cooperation with the Bank.

Skills, knowledge & qualifications required for job:

• Previous experience as an Incident Manager desirable.
• Knowledge of building operational incidents would be beneficial.
• Strong time management and efficiency skills, organised and delivery focused with good planning skills.
• Experience of working and delivering within a high-pressure environment with multiple priorities.
• Outstanding written and verbal communication skills for internal stakeholders, customers, and third party suppliers in order to proactively manage customer expectations.
• Experience of working within a multi-vendor environment (including outsourced) and complex infrastructure.
• People orientated with experience of influencing and impacting leadership communities at varying levels.
• Personable and robust self-starter who shows enthusiasm.
• Demonstrate an ability to build strong teams and relationships with relevant stakeholders acting as a trusted source of advice whilst coaching and challenging the way we work today.
• Possess strong problem-solving, analytical and time management skills.
• Be able to apply organizational and critical thinking with both oral and written communication skills.
• Be an effective team player who can work independently.
• Demonstrate ability to handle and perform in stressful situations.
• Fluency in English required.
• Ability to work as part of a wider team structure within Barclays Global operations.

Why ISS:

At ISS, we are more than just a service provider of cleaning, food, workplace and technical services, we are a partner in our customers' success. By creating exceptional service moments and transforming workplaces into spaces where employees feel valued, engaged and productive, we enhance productivity and help our customers to attract talent and grow their businesses. This begins with our own people through training, career development, and a supportive culture - empowering them to deliver outstanding service. We know that when our people thrive, they create spaces where our customers' employees and businesses thrive too.

ISS is a Place to Be You.

Be who you are. Become what you want. Be part of something bigger.

Become more. Become ISS.

How you'll apply:

Apply directly via the link on this page by submitting a cover letter, CV and other relevant documents for the position you are applying for.

We look forward to receiving your application as soon as possible.

ISS seeks to BE a place of belonging and CREATE places where every person is welcomed, embraced, and valued for exactly who they are. Places where people feel safe, respected, represented, and supported as their authentic selves.

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Requisition ID: 40372