Job summary
ONLY ON SITE INTERVIEWS WILL BE OFFERED
An opportunity has arisen for an IT Incident Manager within the Trust IT Department, to support the delivery of high-quality IT Support Services to the Trust.
We are looking for a highly motivated individual to own and champion Incident Management disciplines for the trust. You will be able to demonstrate excellent listening and communication skills with an ability to work under pressure and to deadlines. You will be required to continually develop your skills and knowledge to keep up to date with best practices relating to Incident Management.
The postholder will be expected to demonstrate excellent decision-making skills, troubleshooting, and analytical skills throughout day-to-day work within this role.
- Interview date: 20th December 2023
- 37 Hours 30 Minutes/Week
- You will be redirected to Trac to apply for the vacancy. Please expand the job details section and read all of the information before applying for the vacancy.
Main duties of the job
The post holder will be required to:
- Own and champion Incident Management disciplines for the Trust
- Identify the root cause of Incidents and Problem
- Provide information, advice and document on the best workaround available for the Incidents
- Progress "aged" Incidents until they are successfully resolved
- Undertake the following re-active responsibilities:
- Identifying Problems by analysing Incident data
- Investigating Incidents, according to impact, through to resolution or error identification
- Raising RFCs to clear errors
- Monitoring progress on the resolution of Known Errors
- Advising Service Management staff on the best available Work-rounds for Incidents related to unresolved Problems/Known Errors
- Assisting with the handling of Major Incidents and identifying the root causes
- Interface with Problem, Change and Service Management
- Create, develop and maintain Knowledge Database
- Continually review problem policy, process and procedures
- Ensure compliance with all national and local standards protocols for IT Services, including hardware, software, documentation and service
- Be aware of and comply with the need for strict confidentiality and security of all IT systems and personal records and to be aware of, and comply with, all relevant legislation
- Provision of regular reporting and performance metrics
About us
Newcastle Hospitals NHS Foundation Trust is one of the busiest, largest and most successful teaching NHS foundation trusts in the country, with over 18,000 staff and an annual income of £1 billion.
We have a long history of providing high quality care, clinical excellence, and innovation in medical research regionally, nationally and internationally.
We're also proud to be the second largest provider of specialised services in the country. This means we support people with a range of rare and complex medical, surgical and neurological conditions, cancers and genetic orders.
Our staff oversee around 1.84 million patients 'contacts' each year, delivering high standards of healthcare.
Please see attached information on what Staff Benefits we have to offer at our Trust.
We are committed to promoting equality and diversity and recognise the benefit in providing an inclusive environment. We value and respect the diversity of our employees and aim to recruit a workforce which reflects the communities we serve, and is equipped to deliver the best service to our patients. We welcome all applications irrespective of people's race, disability, gender, sexual orientation, religion or belief, age, gender identity, marriage and civil partnership, pregnancy and maternity and in particular those from under- represented groups.
Job description
Job responsibilities
- The post holder will be required to work in the Service Management team. In this capacity the post holder will be responsible for all of the activities associated with Incident Management to ensure stability of live service.
- These activities include:o Develop and maintain IT Incident Management and Major IncidentManagement processeso Co-ordinate a rapid and effective cross-sectional response to majorincidents including escalation, follow-through, dissemination ofworkarounds, or resolution advice and closureo To manage in-depth investigations into IT-related incidents in order to minimise or prevent breaks in service.o To conduct detailed analysis of data gathered via the Service Management Tool in order to identify underlying issues and to develop effective responses aimed at improving or eliminating such issues.o Working with the Problem Management function to investigate and identify root causes of issues
Please note it is a requirement of The Newcastle upon Tyne Hospitals NHS Foundation Trust that all successful candidates who require a DBS for the post they have been offered pay for their DBS certificate.The method of payment is a salary deduction from your first months pay.
As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.
Job description
Job responsibilities
- The post holder will be required to work in the Service Management team. In this capacity the post holder will be responsible for all of the activities associated with Incident Management to ensure stability of live service.
- These activities include:o Develop and maintain IT Incident Management and Major IncidentManagement processeso Co-ordinate a rapid and effective cross-sectional response to majorincidents including escalation, follow-through, dissemination ofworkarounds, or resolution advice and closureo To manage in-depth investigations into IT-related incidents in order to minimise or prevent breaks in service.o To conduct detailed analysis of data gathered via the Service Management Tool in order to identify underlying issues and to develop effective responses aimed at improving or eliminating such issues.o Working with the Problem Management function to investigate and identify root causes of issues
Please note it is a requirement of The Newcastle upon Tyne Hospitals NHS Foundation Trust that all successful candidates who require a DBS for the post they have been offered pay for their DBS certificate.The method of payment is a salary deduction from your first months pay.
As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.
Person Specification
Qualifications & Education
Essential
- Educated to at Degree level (or equivalent qualification / experience) in an IT related subject and experience in an IT support role
- ITIL Foundation Certification or equivalent qualification/ experience
Desirable
- ITIL Practitioner or Management certification
- Prince 2 Certification
Knowledge & Experience
Essential
- Demonstrable experience of managing Major and High Impacting Incidents
- Experience of Vendor management
- In depth knowledge of Microsoft Operating Systems and products
- In depth technical knowledge and expertise of IT hardware, operating systems, end-user software and infrastructures
- Significant experience of supporting a complex networked environment
- In depth knowledge of on-line technical and support resources
- Experience of providing support to a large multi-site organisation
Desirable
- Relevant NHS experience
- Knowledge of ServiceNow
- Experience of matrix management in an IT environment
- Experience of reducing "aged" tickets
Skills & Abilities
Essential
- Excellent interpersonal and communication skills
- Ability to develop good working relationships with staff at all levels
- Excellent decision-making ability
- Ability to work unsupervised.
- Excellent documentation writing skills.
- Excellent troubleshooting and analytical skills
- Supervisory skills
Person Specification
Qualifications & Education
Essential
- Educated to at Degree level (or equivalent qualification / experience) in an IT related subject and experience in an IT support role
- ITIL Foundation Certification or equivalent qualification/ experience
Desirable
- ITIL Practitioner or Management certification
- Prince 2 Certification
Knowledge & Experience
Essential
- Demonstrable experience of managing Major and High Impacting Incidents
- Experience of Vendor management
- In depth knowledge of Microsoft Operating Systems and products
- In depth technical knowledge and expertise of IT hardware, operating systems, end-user software and infrastructures
- Significant experience of supporting a complex networked environment
- In depth knowledge of on-line technical and support resources
- Experience of providing support to a large multi-site organisation
Desirable
- Relevant NHS experience
- Knowledge of ServiceNow
- Experience of matrix management in an IT environment
- Experience of reducing "aged" tickets
Skills & Abilities
Essential
- Excellent interpersonal and communication skills
- Ability to develop good working relationships with staff at all levels
- Excellent decision-making ability
- Ability to work unsupervised.
- Excellent documentation writing skills.
- Excellent troubleshooting and analytical skills
- Supervisory skills
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
