Major Incident Manager

We are looking for a Major Incident Manager to join a leading insurance company!

Length: 6 Months Location: Hybrid - 2 days per week in Office (office location of choice across the UK is flexible)IR35 Status: Inside

Purpose of Role:

To ensure effective co-ordination and management of Incidents in order to return service as quickly as possible while managing key stakeholder communications and expectations. Prevent incidents from materialising into Major incidents through remediating root causes, proactive management of incidents that may cause a Major Incident or other event with substantial impact to our business. To ensure the effective identification and resolution of trends and root causes that could cause a negative impact to service stability

Key Accountabilities:

Act as escalation path for major and critical incidents to ensure service is restored. Direct and coordinate the Major Incident process, coordinating activities of resolver teams including specialist support groups / third-party suppliers. Monitor and in some circumstances manage escalating or potential service disrupting Incidents at P3 level Ensure accurate timely, proactive communications with key stakeholders through Incident / Major Incident lifecycle. Ensure 3rd party suppliers fulfil their contractual obligations, especially with regard to SLAs for incidents, root cause analysis, monitoring trends and problem resolution. Plan, execute and document appropriate follow up activities relating to Major Incidents ensuring that a Problem Record is created and actioned. Monitor performance of the end to end Incident management process across the integrated supply chain. Overseeing the incident management process and team members involved in resolving the incident. Prioritizing incidents according to their urgency and influence on the business. Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures. Adjusting the incident management process as required to ensure its effectiveness. Communicating with upper management if major issues are found in the IT system. Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks. Contribute to design and development of Incident Management processes, tools, templates, documents and reports. Provide education, guidance, support, to ensure adoption of and adherence to Incident management processes. Communicate with internal stakeholders / 3rd party suppliers to highlight risks, issues, dependencies, conflicts and actions needed to improve service quality and stability Identify opportunities for improving service operations processes to drive cost and process efficiencies. As a member of the wider SI&O team; proactively support operational priorities and assist other teams across the department where required. There may also be a requirement for business related travel. The role is on a Rota for managing major incidents on an on-call out of hours basis. From time to time non-standard hours of work may also be required to meet significant operational workloads across SI&O . complex releases into the live environment. Demonstrate required behaviours in line with expectations of the role.

Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.