Release and Incident Manager

Location Malta
Discipline: Technology, Software Development
Contact name: Daniel Genuis

Contact email: [email protected]
Job ref: 15273
Published: about 1 month ago
Our client is looking for a Release & Incident Manager who will work in an Agile environment, coordinating the planning & execution of releases, and managing incidents as they occur. Co-ordinating both internal and external stakeholders, the selected candidate will be managing risks prior to release, producing high-quality, timely releases, and restoring normal operations when incidents occur.

Description:
  • Ensuring that the release process has been adequately followed by all stakeholders, safeguarding the production environment whilst making sure that releases are performed on time
  • Working with a variety of technical teams to organise and co-ordinate deployment plans for complex releases, being mindful of dependencies and ensuring that deployment is done as per agreed deadlines and to good quality
  • Building strong partnerships within Technology and across business, communicating clearly with stakeholders on releases to ensure that business expectations are met through high quality, well-planned releases across various agile teams
  • Participating in CAB meetings to discuss release scope and/or roadblocks
  • Performing follow-ups on releases, with an aim to identify potential areas of improvement and foster a culture of Continuous Improvement
  • Performing coordination during the response to a reported incident, pushing to identify the root cause, and initiating the incident management process
  • Overseeing the incident management process, liaising with internal and external parties to achieve timely resolution to incidents
  • Managing escalations for incidents with third parties where necessary, according to SLA
  • Logging information related to incidents in an accurate and timely manner, pushing to find a root cause for every occurrence, identifying patterns that may emerge, and following up on fixing problems that are identified
  • Produce Release & Incident Reports, identifying trends and reporting on KPIs to stakeholders both internal and external to the business

Requirements:
  • Experience working as an incident/release/project manager
  • Experience working with tools such as Confluence and JIRA
  • Knowledge of IT service management frameworks, such as ITIL certification, will be considered an asset
  • Good communicator, ensuring that both Business and Technology are maintaining a good understanding prior to releases and during incidents
  • Be highly organised, guiding teams to implement processes and procedures as they are improved
  • Excellent written and verbal communication skills in English