Major incident Manager

Job Description

Role: Major incident Manager Location: Hampton, Peterborough Rate:£250/£300p/d inside ir35 Hybrid working, 2 days from the office and 3 days remotely We have an exciting opportunity for an Major incident Manager to join a blue chip organisation on an initial 3 month contractThis is a site-based contract role and is inside IR35. As a result, this role is suited to umbrella contractors only.MAIN PURPOSEMajor Incident Managers are engaged in high profile, customer impacting incidents and are responsible to ensure that the incidents are managed to ensure resolution of the incident as quickly as possible and to maintain the confidence of the multiple stakeholdersassociated with the incident.They are pivotal in bringing multiple parties together aligned in the objective of incident resolution and ensuring that the company is presented positively in what is a negative context.RESPONSIBILITIES* Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls * Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed * Matrix management of people, processes and resources including third parties - including resolving conflict to move forward to resolution * Accountable for resolving the outage via workaround or permanent fix * Ensuring all administration and reports are maintained and up to date, including contacts information, technical diagrams * Supporting and nurturing process improvements and knowledge base improvements * Own and lead post Major Incident reviews to identify risk, issues and commercial opportunities * Identify Incident trends from arising from Major Incidents, using empirical analysis to highlight risk, issue and opportunity * Provide insight to enable service supporting functions to prioritise, based on riskCompetenciesIncident Management Develops, maintains and tests incident management procedures in agreement with service owners. Investigates escalated, non-routine and high-impact incidents to responsible service owners and seeks resolution.Facilitates recovery, following resolution of incidents. Ensures that resolved incidents are properly documented and closed. Analyses causes of incidents, and informs service owners to minimise probability of recurrence, and contributes to service improvement. Analyses metrics and reports on the performance of the incident management processStakeholder ManagementDeals with problems and issues, managing resolutions, corrective actions, lessons learned, and the collection and dissemination of relevant information. Implements stakeholder engagement/communications plan. Collects and uses feedback from customers and stakeholders to help measure the effectiveness of stakeholder management. Helps develop and enhance customer and stakeholder relationshipsKnowledge ManagementMaintains knowledge management systems and content to meet business needs. Supports others to enable them to complete knowledge management activities and form knowledge management habits. Supports changes to work practices to support capture and use of knowledge. Reports on the progress of knowledge management activities. Configures and develops knowledge management systems and standardsRisk ManagementUndertakes basic risk management activities. Maintains documentation of risks, threats, vulnerabilities and mitigation actionsKnowledge & ExperienceKnowledge:* ITIL Foundation (V3/V4)* Phases of Major Incident Management and objectives of eachExperience:* Work in a Major Incident capability/function of a large corporate or Managed Service Provider* Customer facing roles with evidence of managing conflict and escalationSo if you are an incident manager looking for your next exciting career move please apply now!"In applying for this position, you consent to your personal data being shared with the specified employer and for your details to remain with GTS for as long as is necessary to process your application. See our Privacy Notice for full informationGlobal Technology Solutions is acting as an Employment Agency in relation to this vacancy.