Skip to main content

This job has expired

Major Incident Manager

Employer
Undisclosed Company
Location
Reading, Berkshire
Salary
Up to £35543 per annum + Additional Benefits
Closing date
28 May 2019

View more

Sector
IT
Job Type
Permanent
Hours
Full-time

An exciting opportunity has arisen to join a world leading global organisation. Our client, a blue-chip IT company, is currently seeking a Major Incident Manager based on their customer site in Aldermaston. This is a Full-time, permanent role, Monday to Friday then Monday to Thursday alternating weeks, 8 hours and 20 minutes per day between 08:00 and 18:00. This role is paying £34,343 plus £1,200 clearance allowance per annum

*** Please DO NOT apply if you do not have DV or SC Clearance ***

Purpose of the role

The Major Incident Manager is responsible for driving activities related to the Major Incident Management process. The Major Incident Manager is a focal point to lead, facilitate, coordinate and drive technical support resources during a major service outage. The aim is to achieve the resolution as quickly as possible and minimize impact to users

Main Duties and Responsibilities

  • Instigate and lead the major incident management process for all major incidents in order to mitigate the impact, and restore service within SLA
  • Work with vendors, subject matter experts and resolver groups to identify appropriate paths and resolve the issue
  • Ensure that the appropriate communications are sent to senior management and other stake holders, keeping them advised of the incident resolution progress and of the impact to the wider business
  • Complete post incident reviews
  • Monitor key business services, application and infrastructure, identifying trends and events for escalation
  • Build and actively maintain relationships with key department heads. Be a credible communicator with the customer at all levels
  • Drive Service Management best-practice and ITIL process compliance across the business
  • Drive continuous service improvement of the Major Incident process
  • Support the Problem Manager and End to End Incident Manager in their roles and objectives

Behaviours

  • Have a good understanding of critical IT services, business applications and IT enterprise infrastructure
  • Be politically savvy and understand the concerns, pressures and priorities of our customer
  • Ability to communicate with a wide cross section of users and adjust engagement style to suit the circumstances
  • Demonstrable working knowledge and understanding of the Service Operations and Service Management processes
  • Willing to flex hours worked if needed

Essential Skills:

  • ITIL Foundation certification
  • Familiar with Service Desk support methodology and tooling
  • Strong communication skills, verbal and written
  • Good presentation skills
  • Excellent customer service skills
  • Excellent organisational skills and able to take a methodical approach
  • Basic data Analysis

Desirable Skills:

  • ITIL Intermediate accreditation
  • Major Incident Management experience
  • Experience of matrix management
  • Security Clearance

The candidate must be prepared to work on a nuclear licensed site and be prepared to undergo security vetting

Get job alerts

Create a job alert and receive personalised job recommendations straight to your inbox.

Create alert