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Major Incident Manager

Steria Recruitment
Job LocationGlasgow
EducationNot Mentioned
SalarySalary negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time Work from home

Job Description

Major Incident ManagerTeam Purpose: Major Incident Management (MIM) provides a 24/7 x 365 service to ensure rapid response and service restoration for outages causing financial or reputational impact to clients.Role Purpose:The Major Incident Manager coordinates service restoration efforts and is accountable for all communications around a major outage, working to 15 minutes response times and 2- or 4-hour service restoration SLAs. Typically, this involves chairing conferencecalls and using other modern communication tools to enable efficient information exchange.Reporting to the Global Team Leader Major Incident & Problem Management, the role has direct client interaction and involves providing service for both local and global clients. The team operates with a 1:4 rotation for out of hours cover 365 days per year.Responsibilities/Accountability:

  • Responsible for the ownership and resolution of Major Incidents through the lifecycle
  • Liaise with internal and 3rd party technical resolver groups to define and drive investigation and resolution actions
  • Deliver stakeholder communications in line with agreed SLAs
  • Set up and chair technical and customer facing conference calls for the purpose of driving resolution and maintaining communication
  • Maintain incident records in ServiceNow with a focus on detailed information capture
  • Maintain required touchpoints with other ITIL functions such as Change Management, Knowledge Management etc.
  • Author Major Incident Reports for internal and external distribution
  • Maintain internal team documentation
  • Assist with efforts to ensure no major incident recurrence
  • Identify and assist with implementation of internal team CSI opportunities
  • Build close partnership with service desk and resolver teams to drive process improvements
Skills/Experience
  • Excellent verbal and written communications with proven report writing skills.
  • Ability to adhere to governance standards and processes.
  • Strong interpersonal and relationship building skills. You must be able to work as part of a team.
  • IT knowledge (broad rather than deep) of IT systems and technology.
  • Data analysis experience and structured approach to problem solving.
  • Strong Excel skills including pivot tables and experience using other Microsoft Office applications.
  • Proven customer support experience in a large global IT service support environment.
  • Experience with ServiceNow or another ITSM tool preferred.
  • An understanding of Service Level Agreements and their application.
  • Experience and understanding of ITIL process areas.
  • Excellent customer service skills and an ability to listen and understand the customers requirements.
  • Experience of working with technical staff and 3rd
  • Previous experience working with senior client stakeholders (director or C-level).
  • Ability to multi-task and priorities effectively.
  • Willingness to travel and a flexible approach to working hours.
Qualification/Certification requirements
  • ITIL certification preferred
  • IT or business degree preferred
  • Drivers license preferred
Intelligent Resource is committed to barrier-free and inclusive recruitment. We are a Disability Confident recruiter, and a RIDI 100 and Business Disability Forum partner organisation.Should you choose to contact Intelligent Resource regarding this role or apply for it, all personal data you submit to us will be processed in accordance with our Privacy Notice which you can find on our website.

Keyskills :
Incident Manager

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