Major Incident Manager

Global Technology Solutions

  • Peterborough
  • £65,000 per year
  • Permanent
  • Full-time
  • 26 days ago
N.B this role is partially remote – 2 days working remotely and 3 in officeA fantastic opportunity has arisen for a Major Incident Manager. For this role, you will have experience in managing a team of major incident managers. to join well established blue chip organisation based in Cambridgeshire.
As a Major Incident Manager/Incident Management Principal you will:Incident Manager is Responsible for the following:Firstly, overseeing major Incidents.
Secondly, leading a team managing and overseeing service restoration or impact reduction
(implementation of workarounds);Ensure timely Service Provider engagement such as, cross-tower and external;Provide consistent end-to-end outage and business communications to all levels of
stakeholder;Act as an escalation point for all internal and external resolver teams where
resolution ownership is disputed;Most importantly, give guidance support for Major Incident response and resolution teams;Provide guidance and assistance to customer teams and 3rd party providers to ensure
a consistent approach to the Major Incident Management ProcessCollaborate with internal resolver teams and ITIL Services functionsEffectively govern the Service Desk's end to end incident management processesPro-actively identify operational issues and trends and formulate plans to address
them as appropriate;Finally, promote the Incident Management function and expand its capability to deliver value
to the businessGeneral DutiesFirstly, monitor service levels, performance metrics, and Key Performance IndicatorsSecondly, prepare and present statistical and analytical reporting with accompanying plans for
improvement where necessaryConstantly drive service excellence, initiate and deliver service improvement plans
and firmly establish a culture amongst the teamMost importantly, provide a reliable escalation target for senior stakeholders and colleaguesITIL v3,v4 Foundation (essential) v3 Intermediate (desirable)An understanding of the technologies involved in the provision of IT services in a
complex operating environment, especially highly available and resilient systems;A strong background in customer service and proven relationship management skills;Proficient communication skills liaising with senior stakeholders;Reporting on pro-active, reactive trend analysis and all levels on summary and progress reports;Previous process embedding and maturation;Excellent organisational, analytical and problem-solving skillsPassionate, professional, with a proactive and a 'can-do' attitude at all timesConfident in liaising with internal and external customers at all levels on a one-
to-one and group basisPerform to high standards whilst working under pressure and to deadlinesExcellent time management skills in order to fulfill workload and meet customer SLAsFinally, good interpersonal skills - ability to liaise with personnel at all levels and adapt
style accordinglySo if you are a Major Incident / Incident Management principal looking for your next exciting career move please apply.Global Technology Solutions are always receiving new opportunities for both permanent and contract . To stay up to date with new job opportunities, please register with

Global Technology Solutions