Incident Manager

  • Job Reference: 73572
  • Date Posted: 10 September 2020
  • Employer: BAE Systems
  • Website:
  • Location: Lancashire
  • Salary: On Application
  • Sector: Government & Defence, I.T. & Communications
  • Job Type: Full Time

Job Description

Incident Manager

Would you like to work in an exciting fast paced environment, supporting applications critical to the day to day operation of various aircraft across many sites? We currently have a vacancy for a M&SSCC (Maintenance & Support Systems Competency Centre) Incident Manager at our site in Warton, Lancashire.

As an Incident Manager within the M&SSCC, you will initially be supporting several deployments of the Integrated Maintenance Solution to support the applications critical to the day to day operations of various Aircrafts including the Hawk, Typhoon and F-35, across the UK and internationally. As the scope of the M&SSCC grows, further applications will come into the scope of this role. You will liaise with 3rd party application providers and IT solution providers as well as Internal Stakeholders both UK wide and Internationally to co-ordinate the incidents through to resolution.

This role will provide you with the opportunity to work within a fast-paced environment that has an impact on the organisation everyday by helping BAE deployments meet customer requirements. You will also be a part of an expanding competency centre, this could lead to progression and development opportunities within the team or within the wider BAE Systems Business.

Your main responsibilities as a M&SSCC Incident Manager will involve:

Management and control of Solution related incidents raised across all IMS deployments, understanding priority and impact to business operations and progressing with stakeholders through to resolution.

Definition, creation and maintenance of performance measuring dashboards, used to report incident performance back to the M&SSCC customers against agreed SLAs.

Co-ordinate, Create and run the weekly incident reviews, providing metrics for incidents and identifying the priority workload across each of the deployments.

Continuous Improvement of the Incident management process, championing its use and driving synergies across deployments

When required attend issue management engagements with customers potentially on base or at external vendors.

Your skills and qualifications:


Service Desk / IT Support experience

Project Management experience

Stakeholder Management (Able to build and maintain remote relationships)

Strong communication skills both written and verbal and the ability to work well within a team and under your own initiative.


An aptitude for problem solving

The ability to make judgement calls and prioritise incidents effectively

ServiceNow or ITIL experience

What we're looking for in you:

You will be a creative and self-motivated problem solver with an ability to troubleshoot and guide problems through to resolution effectively. You will also have excellent communication skills both written and verbally to allow you to work effectively within a team and with stakeholders both locally and remotely.

Location: Warton

Salary: Competitive

Benefits: Our employees receive an excellent benefits package which includes a competitive pension scheme, enhanced annual leave allowance and a Company contributed Share Incentive Plan. We also offer a range of additional benefits such as flexible working, an employee assistance programme, Cycle2work and many local and national employee discounts. Some employees may also be eligible for an annual incentive.

BAE Systems

BAE Systems is one of the world's leading global defence, security and aerospace companies. We work at the cutting edge of technology, creating more than 100 new inventions every year for customers in over 100 countries.

BAE Systems Air

If you'd like to make a real difference where it counts, BAE Systems is the place for you.

From keeping soldiers, sailors and pilots safe to helping countries prosper, from developing the next generation of supersonic aircraft to investing in the next generation of super-smart talent - at BAE Systems, we work together to give our customers an essential edge in protecting the things that really matter. Lives, livelihoods, ways of life.

As part of our Air team, you could be working at the edge of what is technologically possible, shaping the future to ensure our customers are ready to face challenges we cannot even imagine today. You could be developing and evolving the technologies that will defend the UK for generations to come and supporting our customers around the globe.

Join us and you'll be encouraged and rewarded to excel in this important work. Apply your talent where it counts.

We recognise that an inclusive and diverse workplace - where all employees feel respected, valued and able to achieve their full potential - is vitally important. Not only does it inspire creativity and collaboration, it's good for business. We celebrate our differences and believe our diverse skills, abilities and perspectives strengthen our culture and our overall performance.

We welcome applications from all suitably qualified people.

Please be aware that many roles working for BAE Systems will be subject to both security and export control restrictions. These restrictions mean that factors including your nationality, any previous nationalities you have held, and/or your place of birth may limit those roles that you can perform for the organisation.

Due to the volume of applications we receive, we sometimes close our vacancies early. It is therefore advisable to apply as early as possible if you would like to be considered for a role with BAE Systems.