Incident Manager

The incident coordinator follows up and coordinates resolution of major incidents related to Aon products & services, applications and network elements in the different domains concerning technical or functional issues.

The team works based follow the sun model.  

• acts as a SPOC for all internal and external stakeholders to ensure centralized Incident management and communication
• restoration of high priority incidents
• lead and drive restoration calls
• engage & drive restoration with required vendors
• identify RCA for incidents & provide remediation plan to functional teams
• driving the efficiency and effectiveness of the incident management process
• producing management information, including KPIs and reports
• monitoring the effectiveness of incident management and making recommendations for improvement
• developing and maintaining the incident management system
• driving, developing, managing and maintaining the major incident process and associated procedures
• reviewing and auditing the incident management process
• ensuring that all IT teams follow the incident management process for every incident

• experience with ITIL v3/v4, specifically in the area of Incident, Problem and Change
• experience in managing and defining best practices based on the ITIL Incident framework
• exposure to tools like Webex Teams, Sharepoint, ServiceNow etc
• extensive experience with standard desktop tools, including Microsoft Office.
• strong written and verbal communication and relationship management skills
• good analytical skills and be able to correlate the issues
• maintains a professional demeanour and attitude while being assertive
• extensive problem solving, organizational and project management skills.
• ability to handle multiple priorities, professionally manage time while meeting deadlines in a fast paced, high volume environment
• should be able to drive restoration calls independently
• self-starter; ability to begin working with minimal coaching
• ability to work independently as well as part of a team on multiple overlapping issues

• the best medical cover on the market with free dental care
• generous benefits package for your wellbeing (multisport cards, insurance, vouchers, and many more!)
• stability of employment and permanent contract after trial period
• brand new office supporting collaboration, flexibility and activity based working
• internal career opportunities and individual development plan
• unique workplace culture - we value openness, honesty and authenticity, so don’t expect formal dress code nor managers hidden behind closed doors
• lots of social events, charity actions and opportunities to integrate with colleagues