ITIL Foundation essential Additional ITIL certifications preferred Minimum 3 years of relevant experience as an Incident or Problem Manager Experience with current best practices in IT standards, principles, and security practices Previous experience as an Incident or Problem Manager Experience managing 3rd parties and 3rd party delivered services Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines Expert knowledge of ITIL disciplines; ITIL Certified Excellent leadership and interpersonal skills, written and verbal communication skills, business facing/business service skills, business acumen, and organizational skills Able to work under pressure and meet deadlines Self-motivation and able to take responsibility with a strong sense of ownership and accountability Able to manage and prioritize tasks and time efficiently Able to demonstrate initiative and a proactive approach to daily tasks Previous experience with ServiceNow desirable Development and enhancement of existing Altus Group processes in line with best practice and Industry standard Driving Service Improvement initiatives to mature existing Incident & Problem Management practices Ensuring the Incident & Problem Management processes are adhered to across the Altus Group Responsibility for the day to day running of the Incident & Problem management processes Maintaining process documentation Incident Management Oversee the effective execution of the Incident Management Process Manage all Major Incidents within the Altus Group environment Working alongside internal resolver teams to effectively coordinate the successful resolution of Incidents in line with SLAs Works closely with the Service Desk and EUM teams to assess impact and urgency ensuring the correct prioritisation of all Incidents Issue effective Business communications during all Major Incidents Play a lead role throughout the entire life cycle of an Incident Leading Incident bridge calls Charing Daily Standup calls with wider Service Operations function Works alongside Operational teams to identify and resolve potential Incidents before they occur Working with Change Management and other stakeholders, to support decision making in line with best practice for any emergency changes