MIM Manager Principal / Major Incident Principal Manager

Job Description

Major Incident Manager Manager / MIM Manager Principal Perm - Hybrid role / PeterboroughSalary DOE - MUST have experience of Managing Major Incident Managers!N.B this role is partially remote - 2 days working remotely and 3 in office A fantastic opportunity has arisen for a Major Incident Manager Manager. For this role you will have experience of managing a team of major incident managers. to join well established blue chip organisation based in Cambridgeshire.As a Major Incident Manager Manager /Incident Management Principal you will:Be responsible for the following:Major Incident*Leading a team managing and overseeing service restoration or impact reduction (implementation of workarounds);*Ensure timely Service Provider engagement (cross-tower, external, etc.);*Provide consistent end-to-end outage and business communications to all levels of stakeholder;*Act as escalation point for all internal and external resolver teams where resolution ownership is disputed;*Provide process 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 Process*Collaborate with internal resolver teams and ITIL Services functionsIncident *Effectively govern the Service Desks end to end incident management processes*Pro-actively identify operational issues and trends and formulate plans to address them as appropriate;*Promote the Incident Management function and expand its capability to deliver valueto the businessGeneral*Monitor service levels, performance metrics and Key Performance Indicators*Prepare and present statistical and analytical reporting with accompanying plans forimprovement where necessary*Constantly drive service excellence, initiate and deliver service improvement plansand firmly establish a culture amongst the team*Provide a reliable escalation target for senior stakeholders and colleagues*ITIL v3 or v4 Foundation (essential) *ITIL 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 and reactive trend analysis;*Reporting to all levels on summary and progress reports;*Previous process embedding and maturation;*Excellent organisational, analytical and problem solving skills*Passionate, professional, with a proactive and a can-do attitude at all times *Confident in liaising with internal and external customers at all levels on a one-to-one and group basis*Perform to high standards whilst working under pressure and to deadlines*Good time management skills in order to fulfil workload and meet customer SLAs *Good interpersonal skills - ability to liaise with personnel at all levels and adaptstyle accordinglySo if you a Major Incident / Incident Management principal 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.