Major Incident Manager
Recruiter
Proactive Appointments
Listed on
14th October 2019
Location
Surrey
Salary/Rate
£50000 - £55000
Type
Permanent
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Major Incident ManagerOne of our most prestigious clients are currently looking for an experienced Major Incident Manager. The position is base in their Surrey Head office.The Major Incident Manager role sits within the Service Delivery area in a Team that supports core service management functions Change, Problem and Incidents. The candidate will be expected to have deep knowledge of delivering IT services with-in the ITIL v3 framework and have previous experience of managing IT Major Incidents.
Key Responsibilities '€¢Ownership of Incident management process.'€¢Lead Major incident resolution through-out the incident life cycle, coordinating activities of resolver teams including third-party suppliers.'€¢Provide communication to business and IT through the MIM process, during the major incident life cycle, until resolution.'€¢Ensure that progress on incidents is continually assessed, making appropriate interventions, directing and facilitating resolution activity.'€¢Act as escalation path for major incidents to ensure service is restored urgently .'€¢Monitor and in some circumstances manage potential service disrupting Incidents at P3 level'€¢Collaborate with other Operational Management teams to ensure that events, alerts and changes are defined & understood to enable faster response to incidents'€¢Build a knowledge base and recovery plan to constantly drive forward improvement.'€¢Work with Service Desk Incident Management team to ensure that the performance of the team achieves the defined performance targets and KPIs.'€¢Conduct regular review of incident management process and drive improvement to the process, tools, templates, documents and reports.'€¢Provide education, guidance, support, to ensure adoption of and adherence to Incident management processes. Creation and presentation of Incident reports and trend analysis. Key Requirements/Skills/Experience '€¢Experience of leading and managing Major incidents.'€¢Have a general knowledge of technology and architecture across multiple platforms.'€¢Have experience of working in a shared service hosting environment.'€¢Have a flexible and 'can do' attitude and a strong sense of initiative with the ability to learn fast and deal calmly with situations under pressure.'€¢Be able to communicate clearly, both written and verbal, to technical teams, Business users and 3rd party support teams, tailoring your communication based on your audience.'€¢Ability to organize and chair Major Incident resolution discussion.'€¢Be able to listen to and to question colleagues and influence where required.'€¢Have strong organization skills enabling the management of multiple incidents simultaneously and be effective in their prioritisation based on impact to the business.'€¢A formal ITIL V3 qualification is desirable Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted. Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation We take our obligations to protect your personal data very seriously. Any information provided to us will be processed as detailed in our Privacy Notice, a copy of which can be found on our website http://proactive.it/privacy-notice/
