Major Incident Manager
- United Kingdom
- Permanent
- Full-time
- After completing your probationary period, you'll receive 20% colleague discount across all M&S products and many of our third-party brands for you and a member of your household.
- Competitive holiday entitlement with the potential to buy extra holiday days!
- Discretionary bonus schemes awarded based on how you achieve your personal objectives and our performance as a business.
- A generous Defined Contribution Pension Scheme and Life Assurance.
- A dedicated welcome to our teams with a tailored induction and a wide range of training programmes to develop your skills.
- Amazing perks and discounts via our M&S Choices portal to maximise your financial and personal wellbeing.
- Industry-leading parental, adoption and neonatal policies, providing support and flexibility for your family.
- Access to a fantastic range of wellbeing support for all colleagues including access to our 24/7 Virtual GP and PAM Assist to support you and your family.
- A charity volunteer day to support a charity or cause you're passionate about through a dedicated day away from work.
- Operate within a 24/7 shift and On Call environment
- Take ownership of Critical and Major Incidents, leading them from detection through to resolution and post-incident review.
- Provide immediate and effective leadership during Critical and Major Incidents, escalating as required and guiding cross-functional teams and third-party suppliers in restoring service as quickly as possible.
- Provide clear and timely communication to stakeholders, including senior leadership that meets their communication requirements, effectively managing expectations, instilling confidence in the Major Incident process and team.
- Lead a highly structured approach that ensures that all parties are coordinated effectively and work efficiently to restore service as quickly as possible.
- Demonstrable experience in leading Critical and Major Incidents in complex environments, with a strong understanding of ITIL-based Incident Management.
- Proven ability to coordinate cross-functional technical teams and third-party suppliers during high-pressure situations.
- Strong knowledge of Problem Management, including root cause analysis and developing effective resolution plans.
- Solid technical knowledge of IT infrastructure, application support, and network operations, with a clear understanding of how these components interact, and typical technical issues that may cause high-severity incidents.
- Experience working with IT Service Management (ITSM) tools and platforms, including ServiceNow / BMC Helix, and with a good understanding and experience of Major Incident Workbenches, collaboration enablers and AIOps.
- Experience working with monitoring and Event tools and platforms such as PagerDuty, Netcool, HPTemip.