Major Incident Management Lead

Job Description

About you: With a track record in successful IT organisations and IT Service Management communities, and particularly with management of large scale and / or impact outages at your core, you will bring a level of process, structure and governance to a very fast passedand complex organisation to our Major Incident Management approach. Reporting directly into the Head of Service Management, you will be at your best under pressure and working amongst your colleagues in pursuit of restoration of service for our customers. Your assured presence, robust methods and first-class direction willbring clarity and leadership when its needed the most. Day-to-day, you will:

• As part of a rotad 24x7 operation you will ensure that Major Incident Management support is provided for business unit and / or group wide IT issues.
• As and when required you will also take a place on the team rota and personally lead Major Incidents as a member of the team.
• Working at divisional, group and board level, you will broker engagement and communication across these groups in partnership with the respective MD / Business unit leader.
• Create strong working relationships with business unit support leaders to build domain experience, product context and relativity to the team
• Ensure appropriate P1 and MI alerting and information is visibly integrated into the team, whether through monitoring or ticket management tooling.
• Define, embed and lead a multi-tiered Major Incident Management Process and ensure supporting artifacts and tooling are to the required standard.
• Ensure MI communications are timely, predictable and of the right quality to ensure all the right communities within the business have the information they need.
• Define and deliver a continuous improvement roadmap that drives change in central and business units to ensure we are as prepared for an outage as we can be.
• Bring domain expertise and thought leadership, with an eye on pace and pragmatism.
• Create a rota / schedule for the direct team, and significant others as and when required, to meet the location / time zone requirements across the business.
• Drive the Root Cause Analysis process post incident and ensure ongoing visibility and ownership of actions is clear and managed.
• Influence the tooling and support requirements for MIM through ITSM, ITOM and Service catalogue and associated classifications.
• Contribute to group with Business Continuity & Disaster Recovery planning and represent the IT elements of Crisis Management.
• Provide leadership challenge, development and support for your direct team and function.

Required Experience:

• Ideally 5+ years experience working in a corporate IT environment, a thorough understanding of service management, with at least 2 years demonstrable success in a leadership role for Major Incident Management
• Leading a team of Major Incident Managers and matrix management of resolver groups.
• Experience in handling large customer / business IT incidents
• Working in pressured IT environments where customer and commercial impact is high
• Excellent communication skills including formal presentations.
• Demonstrable awareness of business and operational environments.
• Proven ability to manage and motivate team members and lead by example.
• Highly flexible (including willingness to occasionally work away from home base).