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Incident Manager

Job Title: Incident Manager
Contract Type: Contract
Location: Royal Leamington Spa
Industry:
Science and Engineering
Salary: £26 per hour
Start Date: 2021-11-10
REF: TL00077
Contact Name: Tom Lester
Contact Email: tom.lester@kentonblack.com
Job Published: 26 days ago

Job Description

Incident Manager/Business Improvement manager

Circa £50,000 PA, 18 month contract

Leamington Spa

Purpose: The Incident Manager will aim to restore normal service operation as quickly
as possible and minimise any adverse effect on business operations.
Responsibilities:
Working closely alongside the Compliance Director and other departments to ensure
the best possible levels of service quality and availability are returned and maintained.
• Overseeing the incident management process, liaising with departments and
team members involved in resolving the incident.
• Responding to a reported service incident, identifying the cause, and initiating
the incident management process.
• Prioritising incidents according to their urgency and influence on the business.
• Reporting and outlining incidents based on level of severity to internal and
external parties
• Collaborating with the incident management team to ensure that all protocols
are diligently followed.
• Logging all incidents and their resolution to see if there are recurring
malfunctions.
• Adjusting the incident management process as required to ensure its
effectiveness.
• Communicating with Senior Leadership Team/ IT Director if major issues are
found in the IT system.
• Managing the incident team members by re-assigning workloads and re-
scheduling non-urgent tasks

Key Outputs and Deliverables:
• Q-Pulse non-conformity reports
• SOC incident reports and MHRA critical incident reports
• Risk Assessments
• CAPA plans and reports
• KPI data associated with all of these

Key Stakeholder Relationships:
• SOC
• SLT
• Laboratory Operations
• Quality Assurance

Skill and Capability Requirements:

Essential:
• Excellent managerial skills and ability to collaborate with team members.
• Ability to analyse a high volume of technical data and work in a fast-paced
environment.
• Excellent Root Cause Analysis skills, strong problem solving, analytical, and
time management skills.
• Good reporting and communication skills.
• Professionalism and Diplomacy.
• Scientific knowledge.