Kevin Joyce

Incident Manager @BT Group

Exeter, GB

The IT Incident Manager is responsible for managing and resolving IT incidents promptly and efficiently, ensuring minimal impact on business operations. Incident Management: Manage the incident management process, ensuring timely resolution, effective communication, and minimal business disruption.Incident Triage:Assess incident severity, prioritize, and assign incidents to relevant teams for resolution.Communication: Coordinate communication with stakeholders, including technical teams, management, and end-users, to ensure transparency and timely updates.Problem Management:Identify root causes of incidents, collaborate with problem managers to resolve underlying issues, and implement preventive measures.Process Improvement:Continuously review and improve incident management processes, ensuring alignment with ITIL best practices and organizational objectives.Reporting and Analytics: Provide regular incident reports, metrics, and analytics to stakeholders, highlighting trends, areas for improvement, and successes.Collaboration: Work closely with IT teams, including service desk, infrastructure, applications, and security, to ensure seamless incident resolution.Knowledge Management: Maintain and update incident management documentation, knowledge bases, and training materials.Compliance: Ensure incident management processes comply with organizational policies, regulatory requirements, and industry standards.

Exeter College School of Business

BTEC National Diploma in Business & Finanace, Business

Devon football Association

Level 2 in Coaching Football, football