TOC Incident Manager

About the job.

As a TOC Incident Manager, you will be responsible for management of incidents identified within the Technology Operations Centre (TOC) relating to the Operational Technology roadside devices which are used to operate and monitor the Strategic Road Network (SRN).

Acting as an escalation point from TOC Incident Analysts, you will support the management of the TOC service to achieve National Highways TOC objectives and commitments to its customers. You will also foster a customer and safety focused culture, driven by a desire to continuously improve service availability and performance through the sharing of knowledge, innovations and best practice.

This is a hybrid role, and can be based from any National Highways location. We anticipate that you will spend 1-2 days per week in a National Highways location. This role will support the Yorkshire North East Region, though regional responsibility may change during post to suit operational needs.

Responsibilities:

1. Responsible for identifying, logging, classifying, prioritising, investigating, diagnosing, resolving, recovering, and closing any new incidents as part of the incident management process and procedures.
2. Manages resources assigned to the process and the work of Analysts, identifying incidents requiring triage and acting as the point of contact for all escalations.
3. Responsible for measuring and reporting performance and managing process change within the TOC region.
4. Building effective relationships with operational regions, resolver groups and the national spares team to manage incident resolution.
5. Takes ownership for the service validation and testing process, ensuring that devices are tested and ensuring fix verification.
6. Drives the efficiency and monitors the effectiveness of incident management in the region.

About you.

• Experience of successfully implementing technical resolutions in an IT Service Management (ITSM) environment.
• Experience leading and mentoring teams to ensure allocation of workload is completed efficiently.
• Demonstrable experience of driving service improvements for the customer.
• Strong experience in stakeholder collaboration and building relationships.
• Experience in developing and maintaining processes and procedures.
• Knowledge of Operational Technology (fault management and operational use) is desirable.

About us.

Here at National Highways, we manage and improve England's motorways and major A roads, helping our customers have safer, smoother and more reliable journeys. Our priorities are safety, customers and delivery, and at the core of this, are our values of passion, integrity, safety, teamwork and ownership.

Operations is at the heart of keeping the strategic road network moving and ensuring our customers get the best possible experience when using our roads.

We address over 39,000 customer enquiries every month, plan and deliver all maintenance activities on the network, drive efficiencies and improvements across our systems and roads, and respond to incidents across 4,500 miles of motorways and major A-roads that we manage. All to make sure National Highways customers have safer, smoother, and more reliable journeys.

External candidates will be offered a starting salary at the lower end of the pay scale, while current employees will be appointed in accordance with our established pay policy.

We are committed to creating a diverse environment and welcome applicants from all backgrounds.