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Major Incident Manager

Neg on EXP + Bens and Car Allowance
London Bridge London Bridge Location Remote
Job Type
Evolution Recruitment Solutions https://www.evolutionjobs.com/

CliniSys – End to end solutions for the diagnostic journey

Europe’s largest diagnostic IT vendor

Laboratory test results help inform the 70% of patient diagnoses and care planning.

    For over 30 years CliniSys Group has been at the forefront of diagnostics workflow, order communications and information management solutions supporting radiology, cardiology and all pathology disciplines including anatomical or cellular, molecular and genetics. These encompass the complete workflow from order, clinical decision support, collection, processing, analysis, results and reporting, through integration into the clinical workflow.

      CliniSys Group has built an unrivalled reputation for the deployment of complex diagnostics networks and academic centres – and is the only vendor repeatably delivering across all disciplines end to end – at scale.

      Making healthcare smarter and more efficient.


    1. The Problem and Major Incident Manager is responsible for facilitating the resolution of all major incidents, as well as the company-wide acceptance, progression and reporting on all activities within the Problem Management and Major Incident processes, facilitating root cause investigations and managing the implementation of corrective and preventative measures including Event Management. 
    2. To be responsible for the creation, development and management of Problem Management and Major Incident Management processes and documentation.
    3. To be responsible for managing the life-cycle of all problem and major incident records.
    4. Responsibilities:

    5. Establish and maintain high levels of ownership – resolving, progressing and managing all major incident or problem records to a satisfactory conclusion on the CliniSys Service Management systems, ensuring that the relevant records in the Service Management systems are updated in good time and that appropriate parties (including the customer) are kept up to date on progress.
    6. Validate or reject reported Problem and Major Incident records ensuring they are correctly identified, understood, prioritised and categorised 
    7. Scheduling and chairing Problem and Major Incident reviews/meetings and the subsequent documentation of all agreed actions
    8. To attend agreed meetings with Clients or carry out further on site analysis where appropriate to resolve or aid the resolution of Major Incident and Problem records
    9. Coordinate and facilitate the implementation of agreed actions and preventative measures to achieve or exceed business required service quality standards by identifying and engaging the appropriate resources within CliniSys and our external suppliers
    10. To examine and escalate as required Problem and Major Incident records at risk of breaching service agreement targets
    11. Responsibility for the creation and issue of regular and accurate management reports including specific problem root cause analysis, incident trending, major incident reports etc to feed into the business for the facilitation of suggested Service Improvement Plans
    12. To coordinate and facilitate problem resolution by engaging a variety of support teams
    13. To assist with the identification of the resources to which the problem should be escalated. Conveys appropriate urgency and importance to identified personnel.
    14. To support the determination of problem priority, assignment of problem record, the determination of remedial action and the implementation of all corrective actions
    15. To facilitate communication with customers, team members, suppliers, etc. to ensure the actions and changes which may affect them are known and documents commitments and action items.
    16. To conduct, approve and facilitate the publication of all root cause analysis (RCA) within the known errors management tool(s) or database. This includes the documented root cause (or the decision that such could not be found) and the documented workaround, both internally and to the customer if fitting.
    17. To examine and escalate as required problem records at risk of missing service agreement targets.
    18. To understand, comply and develop with customer and CliniSys procedures, working practices and directives in a timely manner.
    19. To work with and follow the guidance of the Service Operations Manager.
    20. To fully understand the service CliniSys has been engaged to deliver in line with contractual and other customer expectations and has a thorough understanding of all service offerings.
    21. To be conversant with the core functionality of Pathology products and that of general disciplines
    22. To establish a quality working relationship with end users and solve their problems in a timely fashion by using and developing diagnosis, analytical, problem solving, discipline specific and technical skills to achieve Service Levels.
    23. To understand and operate the escalation procedure within the defined limits of time, knowledge and level of contracted support.
    24. To maintain and update all quality documentation issued to you by the company and ensure process documentation meets the operational objective and are fit for purpose.
    25. To act as a Data Manager ensuring a secure approach to the handling and management of customer owned or patient identifiable data
    26. To participate in an on call rota
    27. Knowledge, skills, abilities:

    28. Strong background with incident management in a Technology Vendor or Support Environment
    29. Any appreciate of healthcare ecosystems is advantageous
    30. Strong motivational skills – can deliver the tasks in difficult circumstances
    31. Excellent verbal and written communication skills; including communicating with technical and non-technical clients and staff at all organisational levels
    32. High levels of commitment and ability to take action when necessary
    33. Ability and willingness to work independently
    34. High level of customer service skills
    35. Excellent decision making / problem solving skills
    36. Strong planning and organisational skills
    37. Adaptability / flexible to changing demands
    38. Ability to implement and manage change
    39. Understanding process lifecycle including version control, version history, peer circulation and touch point agreements)
    40. An understanding of project management principles specifically application of project management control principles including risk/issue management, planning, configuration management, etc.
    41. Ability to create and deliver executive-level summary reports and presentations

      Depending on the experience of a candidate’s skills and expertise, CliniSys offers a £competitive basic salary car allowance plus a generous package and a great work environment.

      This role can be home based or from our Chertsey or Glasgow offices; you will be required to undertake  travel across the UK to client sites and commitments, company offices, and events, as and when required.

      .NET Development