Major Incident Manager

Job Overview

MIM (Major Incident Manager), serves as the key contact for any Major Incidents raised that can severely impact the business.
MIM ensures technical bridges are initiated, and arranges all required technical support teams to investigate, by applying a permanent fix or a workaround as quickly as possible, whilst also communicating and updating all key stakeholders, and managing any follow up questions raised.
Managing all actions taken during investigations are made whilst the technical bridge is open until complete.
Review and approve all Major Incident Reports (MIR's), produced by the SIAM supplier.

Main Duties

Manages all email communications sent to key stakeholders throughout the Major Incident
All resolutions are implemented in accordance with the Change Management process when required.
Supporting the Problem Manager with the ownership of all open Problem Records, and processing them until closed.
Also providing cover for the Problem Manager when they are unavailable.
Review and approve all Major Incident Reports (MIR's) produced by the SIAM supplier.
Produce internal Post Incident Reports (PIR's) to the business.
Take ownership of any escalations made during the Major Incident , and ensure these are pro-actively managed until closure.
Performing the role of the Out Of Hours Duty Manager on a 6 week rota, by managing any Major Incidents out of hours.

What we are looking for

Have excellent communication skills, both written and verbal. Able to communicate effectively and present technical statements and updates to various stakeholders.
Able to make effective decisions and take responsibility quickly, with a structured and methodical approach
ITIL v3 Foundation Certificate is desirable
Experience with ServiceNow (IT Service Management tool)
A broad understanding of modern technologies and platforms, particularly networks, hosting, cloud, firewalls, web services, SAP, SharePoint, Active Directory and such forth.
A broad understanding of environment platforms; on-prem, AWS, Flex, Azure, hosted cloud both physical and virtual

Our market-leading offering provides you with benefits that suit your lifestyle.

We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.

When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!

We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).

We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,!

Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing Ashish Gautam at .