Description
Major Incident Manager Manager/Incident Management Principal/Specialist
N.B this role is not remote.
This role falls within IR35 so candidates will need to go through our preferred umbrella company.
A fantastic opportunity has arisen for a Major Incident Manager Manager (who ideally has managed Incident Managers)/Incident Management Principal to join well established blue chip organisation based in Cambridgeshire.
As a Major Incident Manager Manager/Incident Management Principal you will:
Be responsible for the following:
Major Incident
*Leading a team managing and overseeing service restoration or impact reduction (implementation of workarounds);
*Ensure timely Service Provider engagement (cross-tower, external, etc.);
*Provide consistent end-to-end outage and business communications to all levels of stakeholder;
*Act as escalation point for all internal and external resolver teams where resolution ownership is disputed;
*Provide process guidance support for Major Incident response and resolution teams;
*Provide guidance and assistance to customer teams and 3rd party providers to ensure a consistent approach to the Major Incident Management Process
*Collaborate with internal resolver teams and ITIL Services functions
Incident
*Effectively govern the Service Desk's end to end incident management processes
*Pro-actively identify operational issues and trends and formulate plans to address them as appropriate;
*Promote the Incident Management function and expand its capability to deliver value to the business
General
*Monitor service levels, performance metrics and Key Performance Indicators
*Prepare and present statistical and analytical reporting with accompanying plans for improvement where necessary
*Constantly drive service excellence, initiate and deliver service improvement plans and firmly establish a culture amongst the team
*Provide a reliable escalation target for senior stakeholders and colleagues
*ITIL v3 or v4 Foundation (essential)
*ITIL v3 Intermediate (desirable)
*An understanding of the technologies involved in the provision of IT services in a complex operating environment, especially highly available and resilient systems;
*A strong background in customer service and proven relationship management skills;
*Proficient communication skills liaising with senior stakeholders;
*Reporting on pro-active and reactive trend analysis;
*Reporting to all levels on summary and progress reports;
*Previous process embedding and maturation;
*Excellent organisational, analytical and problem solving skills
*Passionate, professional, with a proactive and a 'can-do' attitude at all times
*Confident in liaising with internal and external customers at all levels on a one-to-one and group basis
*Perform to high standards whilst working under pressure and to deadlines
*Good time management skills in order to fulfil workload and meet customer SLA's
*Good interpersonal skills - ability to liaise with personnel at all levels and adapt style accordingly
So if you a Major Incident/Incident Management principal looking for your next exciting career move please apply now!
This role is contract initially with long term perm opportunities.
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