The Incident Manager is required to drive operational excellence throughout the technology organization by execution of a high standard of Incident and Major Incident Management. 

This function is integral to the success of Service Delivery as a whole. The role will be responsible for ALL incidents and major incidents for all services globally within Babylon Health. Enter job/role specific opening

WHAT YOU’LL WORK ON

• Report and escalate directly to the Regional Senior Incident Manager where required.
• Work on various shifts which will cover a ‘follow the sun’ support model across Global centres.
• Act as ‘One Voice’ of Technology during Major Incidents providing accurate, concise information and where needed handling conversations at senior stakeholder level. 
• Personally manage major incidents and act as an escalation point to ensure timely resolution of incidents within expectations and SLAs.
• Host and manage appropriate Major Incident technical and management calls to facilitate the restoration of major incidents. 
• Ensure all Major Incidents have accurate business impact statements, ongoing actions, detailed recovery plans that are communicated to the correct audience throughout the incident lifecycle.
• Where necessary create exec summaries of major incidents and present to senior stakeholders (CIO and COO level) 
• Effectively manage 3rd party, suppliers and vendors ensuring the support and commitment is carried out for major incidents and where needed escalate to senior management. 
• Conduct Post Incident Reviews by ensuring the right level of attendance by key team members and has a clear disciplined model that is followed. 
• Work in tandem with the Global Head of Service Delivery and Regional Senior MIM’s ensures the Major Incident Management process is governed and regularly reviewed, and updated as required, to ensure full integration with other relevant processes, reflecting ITIL best practice guidelines.
• Ensure that all IT teams (internal and external) follow the incident management process for every incident.
• Develop and maintain relationships with senior stakeholders across Technology and the Business to instil confidence and trust in managing critical situations.
• Lead and drive Hyper Care models where needed so that we offer the best service to our customers following the launch and delivery of new products and features.
• Produce high quality incident reports that have a clear meaningful view of the event along with the business impact, next steps and improvements. 
• Produce weekly, monthly and ad-hoc reports where required and tailor them to the relevant audience. 
• Attend monthly service reviews with customers, vendors, suppliers and 3rd parties contributing to the review of incidents, service levels and improvements.

WHAT WE’RE LOOKING FOR

• Technology related degree level or higher qualification
• Worked in geographically diverse environments
• ITIL or similar ISTM certification
• Kepner Tregoe (Desirable)
• Previous and demonstrable experience with Major Incident Management in a large enterprise multi-vendor environment (including outsourced) and complex infrastructure.
• Gravitas, personable, robust, self-starter, and enthusiastic.
• Ability to communicate concisely, effectively and instill confidence at Executive and Board level.
• In depth working knowledge of service management processes (Incident, Problem and Change Management)
• Strong time management and efficiency skills, organized and delivery focused, good planning skills, and process driven.
• Experience of working and delivering in a high-pressure environment with multiple priorities. 
• Able to negotiate in difficult situations to reach a successful conclusion.
• Outstanding written and verbal communication skills for internal stakeholders, customers, and third party suppliers. 
• Be able to proactively manage customer expectations.
• IT Service experience with knowledge or understanding of IT platforms, operating systems, infrastructure and technology environments would be advantageous.
• Ability to manage and resolve conflict and able to work effectively at all levels of the organization.
• People orientated with experience of influencing and impacting leadership communities at varying levels. 
• Ability to travel across locations.

PERKS AT WORK

• Competitive salary package including annual bonus scheme
• Yearly training budget
• Newly redesigned offices with a fun and engaging culture
• Free snacks
• Dog friendly office 
• Parking reimbursement
• Accrued PTO of 20 days + public holidays
• Competitive medical, dental and vision plans
• Access to flexible spending account and health savings account 
• Competitive retirement plan, short term disability, long term disability and life cover

WHAT WE OFFER 

Whether you work in one of our amazing offices or a distributed team, Babylon is highly collaborative and fun! You’ll have a chance to work in a fast-paced environment with experienced industry leaders. We have a learning environment where you can make an impact.

WHO WE ARE

We are a team on a mission, to put accessible and affordable healthcare in the hands of every person on earth. Our mission is bold and ambitious, and it’s one that’s shared by our team who shares our values, to dream big, build fast and be brilliant. To achieve this, we’ve brought together one of the largest teams of scientists, clinicians, mathematicians and engineers to focus on combining the ever-growing computing power of machines, with the best medical expertise of humans, to create a comprehensive, immediate and personalized health service and make it universally available.

At Babylon our people aren’t just part of a team, they’re part of something bigger. We’re a vibrant community of creative thinkers and doers, forging the way for a new generation of healthcare. We’re only as good as our people. So, finding the best people is everything to us. We serve millions, but we choose our people one at a time…

DIVERSITY AT BABYLON

We believe that difference inspires a better, healthier world. That’s why it’s at the heart of everything we do. From our people to our products, difference enriches every part of our business and creates a culture based on equality of opportunity, and in which all Babylonians can progress their careers. We’re committed to creating an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, colour, religion, sex, pregnancy status, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, and any other characteristic protected by applicable law.