Description
Location:Nottingham, UK
Inside IR35
Department/Practice:
ITSM Service Management Office - Major Incidents Management
Job Purpose and primary objectives:
Key responsibilities (please specify if the position is an individual one or part of a team):
- Major Incident Manager will report to the IT SIAM Lead
- Facilitates and Leads Incident conference calls with all resolver groups to agree recovery plans and actions
- The primary responsibility will be to ensure that root-cause is established for all major incidents and that a formal RCA is published within agreed SLAs
- In addition, the current Major Incident and Problem management processes should be reviewed improved, and where agreed with the IT Operations manager, improvements implemented. Implementation will include documentation and mentoring of all IT stakeholders
- The management of all Major Incidents during office hours and on a rota for out of hours forms a key part of the role, with the collation and production of MIRs to the business in given timescale
- This role also incorporates Problem Management from Major Incidents, RCA reports and proactive analysis of trends in incidents eliminating recurring incidents and minimising the impact of incidents that cannot be prevented
- Supervisory/Managerial responsibilities (please specify if the position will have persons reporting to it):
- Other responsibilities - Budgets, targets, equipment etc (please specify):
Key Skills/Knowledge:
ITIL Qualified - Expert knowledge of ITIL disciplines
Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
Excellent leadership and people management skills
Excellent written and verbal communication skills
Willingness to support and mentor junior staff
Flexible to work in shifts (across 24hrs/weekdays/weekends)
Excellent customer facing/customer service skills
Availability 24/7 on need basis
Experience required:
Proven track record in the roles/responsibilities as MIM/PM
Experienced Service Management professional
Experience of managing 3rd parties and 3rd party delivered services
A minimum of 4-5 years of hands-on Major Incidents Management in a multi-vendor environment
A minimum of 2-3 years of large-scale and diverse IT estates knowledge on incident management, problem management, risk evaluation etc
Special working conditions (travel, on call etc):
There is a basic need to honor an Oncall RoTa on a regular basis - perhaps 2 oncall schedules for 12 hours in a week, which is subject to the total number of associates available in team when the shift roster is made ready