Major Incident Manager
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
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