The Incident Coordinator supports the IT Operations Centre Lead in the delivery of the IT Operations Centre and Services to the whole of L&G by our Vendors and drives them towards constantly delivering to their SLAs and continuing to improve services.

This role will primarily focus, but will not be limited to, The Incident Management Process and will be accountable for the management, coordination and communication of all incidents (P1 – P4) impacting L&G, ensuring they are resolved within the agreed SLAs and KPIs.

•             Responsible for supporting the IT Operations Centre Lead as part of a 24 hrs on call Support Team (1 week in 5), in the delivery of the Operation Centre Services to The Business Customers, providing stability and adherence to agreed service SLAs / KPIs across Service.

•             The Incident Coordinator will act as the interface between L&G and Vendors during Major Incidents and will have End to end responsibility for the Management, Communication, Escalation, Investigation and Resolution, ensuring Business/Customer updates are timely and of sufficient quality, arranging discussions and updates as required.

•             The role will work closely with the Customer Experience team to assist them with timely updates on Incidents for onward communication to the Business Community and will be the primary contact for the Customer Experience team for all follow up Incident questions.

•             The Incident Coordinator will also work with Performance Management teams on delivering measurable and demonstrable improved levels of service and improving employee engagement / customer satisfaction.

•             Will play an active role contributing to Capacity, Availability, Problem Management, Change & Knowledge Management activities within the team whilst undertaking Continual Service Improvements as a day to day activity.

•             Work with Service Desk and Level 2 Incident Management Resolver Team(s) to ensure that Service achieves the defined performance targets.

•             This role will work with Problem Management to document post incident recovery steps in order to establish Root Cause, aid in Process improvements, identify deviations and to enable creation of a Knowledge Base/Known Error Database (KEDB).

•             Continually work to build effective, positive working relationships with both our Third Party Service providers and the wider IT communities, to enable us to deliver a fantastic customer service and be viewed as a single, valued IT partner.

Qualifications:

ITIL v3 Certified

Relevant technical qualification or professional qualification, accreditation or equivalent.

Preferably a confirmed technical certification

Knowledge:

Experience of acting as an escalation and resolution point for Major Incidents and service related matters

How to manage post transition of applications and services from programmes and projects into a live service estate are managed

Have extensive experience of working in an IT Operations Centre

Skills:

Influencing others to move toward a common vision or goal.

Experience of Matrix Management within a multi-Vendor Support Setup

Working effectively with diverse teams across multiple locations.

Have good verbal and written communication skills, and a good understanding of the use of different channels and formats for different audiences

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 25 days’ holiday, private medical insurance, discretionary performance related bonuses, paid overtime, a variety of share schemes, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.

For further information please contact Reesa Berry, Resourcing Lead on reesa.berry@landg.com