Major Incident Manager

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Major Incident Manager

Would you like to manage the delivery of service through the use of Service Restoration Teams and management calls? We currently have a vacancy for a Major Incident Manager at our site at Hanslope Park, Milton Keynes.

As a Major Incident Manager, you will be providing targeted, timely and useful information on planned and unplanned outages that allows the business to understand the impact of each unplanned outage and take the appropriate action. Additionally you will be responsible for the governance of suppliers to ensure recovery of service to service level agreements.

This role will provide you with the scope to Support implementation of new and existing processes for management of Major Incident Service Restoration and Communications.

Your main responsibilities as a Major Incident Manager will involve:

To coordinate the activities and follow the processes required to deliver and manage major incidents at agreed levels to business users and customers.

Responsible for the governance and on-going management of restoration teams who manage the technology used to deliver and support services. These teams can be either internal support teams or third party partners and vendors

Is responsible for ensuring that routine tasks such as SMS and written communications are sent, ITSM ticketing system and dashboards are updated and all relevant reports are completed.

Completion of input to Daily, Weekly and Monthly service reviews and monthly contractual reporting.

Chair conference calls in an attempt to coordinate technical restoration activities and provide management updates on major incidents

Prepare post incident reports and raise re-active problem tickets where appropriate

Attend weekly CAB (Change Board)

Liaise with transition teams and Early Life Support teams re new projects and services

Your skills and qualifications:

Extensive knowledge of IT Industry from Enterprise perspective

Experience in a service operations environment with experience of managing major incidents

Experience managing multi supplier technical and management conference calls

Understanding of the SIAM model

ITIL lifecycle experience (particularly Operations)

Working knowledge of ServiceNow would be desirable

ITIL Qualifications would be desirable

What we're looking for in you:

Confident communication & service excellence skills

A strong leader who can work in a busy operational role where restoration of service is paramount

Strong communication skills: oral, written, presentation, facilitation

Technical understanding with ability to translate into business impact

Location: Milton Keynes - Hanslope Park

Salary: Circa £30,000 dependent on experience

Benefits: Our employees receive an excellent benefits package which includes a competitive pension scheme, enhanced annual leave allowance and a Company contributed Share Incentive Plan. We also offer a range of additional benefits such as flexible working, an employee assistance programme, Cycle2work and many local and national employee discounts. Some employees may also be eligible for an annual incentive.

BAE Systems

BAE Systems is one of the world's leading global defence, security and aerospace companies. We work at the cutting edge of technology, creating more than 100 new inventions every year for customers in over 100 countries.

Shared Services

If you'd like to make a real difference where it counts, BAE Systems is the place for you.

From keeping soldiers, sailors and pilots safe to helping countries prosper, from developing the next generation of supersonic aircraft to investing in the next generation of super-smart talent - at BAE Systems, we work together to give our customers an essential edge in protecting the things that really matter. Lives, livelihoods, ways of life.

As part of the Shared Services team, you'll be at the heart of this endeavour - working closely with our air, maritime, land and cyber and intelligence businesses to support our customers around the world.

Join us and you'll be encouraged and rewarded to excel in this important work. Apply your talent where it counts.

BAE Systems is an equal opportunities employer. We value diversity and welcome applications from candidates from all backgrounds. We particularly welcome applications from sections of the community which are currently under-represented at BAE Systems, including women, BAME and applicants with disabilities. Please note we will not use any personal information relating to your background at any stage of the application process.

Please be aware that many roles working for BAE Systems will be subject to both security and export control restrictions. These restrictions mean that factors including your nationality, any previous nationalities you have held, and/or your place of birth may limit those roles that you can perform for the organisation.

Due to the volume of applications we receive, we sometimes close our vacancies early. It is therefore advisable to apply as early as possible if you would like to be considered for a role with BAE Systems.