Incident Team Leader

Job Description

We currently have an Incident Team Leader position available for a motivated individual to join our team in Exeter. Joining us on a full-time, permanent basis, you will receive a competitive salary of up to a maximum of£33,743 per annum plus excellent benefits.South West Water is part of the Pennon Group, a very successful and stable business that prides itself on sustainability. We provide reliable, efficient and high-quality drinking water and wastewater services for a population of c. 1.7 millionin Cornwall, Devon, and parts of Somerset and Dorset.We believe that by investing in the future of our region, we are not only improving the quality of life for todays residents and visitors but are also taking responsibility for future generations. Responsibility for the environment is central to this. Ouraim is to continually drive up standards, particularly in the areas that matter most to our customers.Our core values which are essential to our success are:

• Trusted - We do the right thing for our customers and stakeholders.
• Collaborative - We forge strong relationships working together to make a positive impact.
• Responsible - We keep our promises to our customers, communities, and each other.
• Progressive - We are always looking for new ways to improve and make life better.

We know that the support and commitment of our staff is key to our success so you will receive the opportunity for ongoing development and training for a long-term career with us. Were one of the largest companies in the South West and are proud to havebeen awarded Investors in People recognition. In return, we offer an excellent range of benefits which include free car parking at the majority of our sites, company Sharesave Scheme, and various health benefits.About the role of Incident Team Leader:You will instil a customer-centric culture and lead the 1st and 2nd line Incident team to deliver quality IT support for all Group IT Services across the Pennon businesses, demonstrating our corporate values and behaviours.Reporting to the IT Customer Support Manager, you will lead your team to provide technical software, hardware and network support for IT Customers. This role is primarily based in Exeter; however, you may need to travel to Cornwall or Bournemouth to supportyour team and IT customers when necessary.Responsibilities as our Incident Team Leader include:- Leading, directing, coaching and inspiring the Incident Team to deliver optimum performance, and playing a key role in delivering the Service Delivery strategy- Developing a customer-centric culture whereby all analysts demonstrate skills, values and behaviours expected in a customer-facing role- Acting as a point of escalation, by managing and coordinating urgent and complex Incidents- Invoking, coordinating and managing the Priority One process for high priority Incidents- Managing process for communicating outage/emergency activities to IT customers- Establishing, evaluating and continuously reviewing the teams progress against key performance indicators, assessing opportunities and risks, to support continuous service improvement- Conducting daily operational huddles with the Team to ensure the timely resolution of the teams activities, reporting status to the IT Customer Support Manager and acting as an escalation point for advanced or difficult Incidents- Monitoring incident trends and anticipating potential problems for proactive resolution- Contributing to the development and administration of problem management and knowledge management processes, following ITIL best practicesWhat we are looking for in our Incident Team Leader:- 5 GCSEs or equivalent (including Maths and English, minimum Grade C)- Educated to degree level standard or able to demonstrate working to degree level- Extensive IT support technical working experience- Experience of delivering diverse corporate and operational IT services in a medium/large organisation- Experience of operational management responsibilities, to enable you to coordinate team resources to ensure timescales are adhered to and Service Level Targets (SLTs) are met- Experience with ITSM productsClosing date: Wednesday 11th August 2021If you are looking for a new challenge, please click apply now to be considered as our Incident Team Leader -we look forward to receiving your application.