Major Incident Manager

We are looking for anIT Major Incident Managerto join our IT Service Operations Team inLeighton Buzzard.You will develop, lead, champion and govern effective Major Incident management resulting in the provision of stable and robust services to the business. Your focus is to develop a Major Incident management Process that delivers a consistent, repeatable, and robust framework to respond to, assess and understand incidents and ensure an effective response which delivers an expedient and safe restoration of service.

Responsibilities:

• Define, develop and communicate the practices and processes necessary for effective Major Incident Management.
• Providing leadership and direction during Disaster Recovery, Business Continuity, P1 & P2 incidents.
• Accountable for the triage and subsequent prioritisation of Incidents.
• Accountable for driving results and coaching partners to achieve SLA/KPI performance by focusing on effective cross functional team collaboration.
• Coordinating/facilitating the communication process as well as the escalation process during all Disaster Recovery, Business Continuity, P1 and P2 incidents.
• Proactively monitoring incident resolution, analysing, and highlighting trends and root causes to the MIM lead, Service Assurance teams and/or relevant support teams.
• Ensuring our colleagues and partners produce clearly written Post Incident reporting within agreed SLAs, assisting with Problem Management initiated review sessions where possible.
• Compiling and publishing daily operational incident reports detailing all P1 and P2 incidents.
• SPOC (Single Point Of Contact) for Business and Customer escalations relating to high profile events.
• Champion quality standards and Service Assurance processes ensuring compliance across all operational teams.
• Scheduling and Chairing of Post Incident Reviews and publishing Major incident reports.
• Governance and publication of Major Incident KPI’s and metrics.

Skills and Qualifications:

• Strong understanding of ITIL principles and best practices.
• Minimum 3 years’ experience in an ITIL process role, 2 years associated with Major Incident Management.
• Experience developing best practice processes, policies and procedures for functional area.
• Experience producing Executive level summaries and reports to a high standard.
• Experience of working effectively in a fast-paced, dynamic environment.
• Demonstrable experience in working independently and prioritising tasks effectively to meet deadlines.

Personal Attributes:

• Adept in dealing with and influencing multi-tier management.
• Proficient engaging and building successful relationships with stakeholders of the Major Incident management process, including senior management.

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