Job Overview:
We are looking for a proactive, adaptable, and dedicated individual to join our team of IT Service Management Professionals within the Value Delivery Office. In the role of Incident Management Specialist, you will be responsible for driving, governing, and continuously improving the Incident Management process to minimize service disruptions and ensure our operational processes are as effective and efficient as possible.
As a diligent and highly skilled communicator, you will also lead Major Incident response, ensuring rapid resolution and timely customer communication. You will play a crucial role in supporting and guiding teams to effectively handle and resolve incidents, ensuring Arm's pioneering business is able to operate at its maximum potential.
Responsibilities:
- Drive, govern, and continuously improve Incident Management, ensuring alignment to SLAs and critical metrics for incident resolution.
- Act as the Major Incident Manager, leading incident resolution efforts and ensuring all necessary communications contain high quality, timely information.
- Collaborate with Problem Management to identify recurring incidents and root causes.
- Be responsible for the performance and effectiveness of the ITSM tool for incident tracking and reporting.
- Deliver training and mentorship to Incident Management teams and process stakeholders.
- Lead post-incident reviews (PIRs).
- Take charge of shifts for the ITSM teams, ensure that high standards of delivery are maintained.
Required Skills and Experience:
- 10+ years of relevant experience in ITSM processes, with a focus on Incident Management.
- Demonstrable experience in leading Major Incidents and driving resolutions.
- Strong knowledge of ITSM tools (ServiceNow, BMC Remedy, etc.).
- ITIL 4 Managing Professional or Strategic Leader certification preferred.
- Ability to develop and implement incident-related governance and reporting.
- Strong leadership, decision-making, and communication skills.
- Experience operating in a 24/7, global Service Desk environment.
“Nice To Have” Skills and Experience:
- General conceptual understanding of IT infrastructure and applications.
- Strong problem-solving skills and ability to drive resolution in critical situations.
- A highly analytical approach, with good knowledge of process re-engineering and optimization.
In Return:
You'll be an integral part of a multifaceted and diverse team of highly-skilled planners, coordinators, and problem solvers. Arm's growth trajectory provides strong career progression opportunities and one of the most vibrant environments to work in the sector.
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Accommodations at Arm
At Arm, we want our people to Do Great Things. If you need support or an accommodation to Be Your Brilliant Self during the recruitment process, please email accommodations@arm.com. To note, by sending us the requested information, you consent to its use by Arm to arrange for appropriate accommodations. All accommodation requests will be treated with confidentiality, and information concerning these requests will only be disclosed as necessary to provide the accommodation. Although this is not an exhaustive list, examples of support include breaks between interviews, having documents read aloud or office accessibility. Please email us about anything we can do to accommodate you during the recruitment process.
Hybrid Working at Arm
Arm’s approach to hybrid working is designed to create a working environment that supports both high performance and personal wellbeing. We believe in bringing people together face to face to enable us to work at pace, whilst recognizing the value of flexibility. Within that framework, we empower groups/teams to determine their own hybrid working patterns, depending on the work and the team’s needs. Details of what this means for each role will be shared upon application. In some cases, the flexibility we can offer is limited by local legal, regulatory, tax, or other considerations, and where this is the case, we will collaborate with you to find the best solution. Please talk to us to find out more about what this could look like for you.
Equal Opportunities at Arm
Arm is an equal opportunity employer, committed to providing an environment of mutual respect where equal opportunities are available to all applicants and colleagues. We are a diverse organization of dedicated and innovative individuals, and don’t discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.