Description
Our client is a Global IT Systems Integrator who require Incident Managers to join an existing team and service to one of their key and long-standing customers.
* REMOTE.*
START: ASAP
DURATION: 6 months
CLEARANCE: SC
RATE: £44.00 - £48.00 PER HOUR (INSIDE IR35)
SHIFTS: 7.5 HOURS COVERING SHIFTS BETWEEN 7AM-7PM
Area Major Responsibilities
End to End Ownership of Major Incidents. Provide high quality, responsive, proactive interface ensuring that stakeholders are kept fully informed and that any service impacts are minimised
* Accountable as single source delivering clear and accurate communication during all incidents across the business and technology including senior and exec management levels meeting agreed KPI's & SLA's
* Ensure all Major Incidents are validated and progressed in accordance with SLAs aligned to Incident priority and status, both during business and outside of core business hours based on service requirements.
* Taking ownership of all Major Incidents and ensuring they are proactively and efficiently managed by confidently driving resolution and escalating as necessary
* Create action plan for driving resolution
* Driving the virtual resolution team to efficiently restore service
* Ensure timely and accurate handling of Major Incident records, which includes the creation of (where required), receipt of, processing of fields and workflow, and closure of Major Incident records with all appropriate details.
Escalation and Notification Activities. Ensure that the appropriate Technical Group Member, Account Representative have been escalated to within the given timeframes to assess technical and business impact. This requires utilizing the Escalation Matrix to get appropriate level of focus.
* Proactively engages Technical Escalation Manager for complex incidents.
* Ensure that all required parties, including any 3rd party resolver groups, are engaged and that everyone involved is escalating to the next level if it is determined that higher level technical and management escalation is required based on the impact and estimated recovery time.
* Manage notifications and/or broadcast messages as per defined SLAs standard OLA's, providing accurate and quality information to the required stakeholders.
* Manage primary communication methods include phone, E-mail and SMS via preferred toolset(s), and ensure accurate and timely communications to internal and approved external stakeholders, including management.
* Ensure that Executive Notifications are drafted, properly approved, and sent for all P1 Major Incidents that fit the criteria of a 'true' business impacting event.
* Maintains the Account Major Incident Knowledge for all accounts managed by the service.
* Maintain the Notification Distribution List, ensuring updates provided by account teams are processed by Notified admin team (completed by Global Escalation & notification team via email to mailbox)
* Maintain E&N lists for all supported accounts
Service Restoration Activities. Lead and proactively drive service restoration efforts in accordance with the globally defined standard process and procedures.
* Coordinate the restoration of the affected service(s) as fast as possible, while minimizing the impact to the client and maintaining the integrity.
* Confidently manage conflict situations and make quick decisions while driving incident resolution.
* Form teams via technical, Instant Messaging, and/or Management bridges, where necessary, to:
o Bring together the technical resources that can assess the technical impact and form the technical service restoration team to drive recovery of services;
o Bring together the service and business management leads to discuss the business and service impact that results from a Major Incident, and make business priority decisions, where required.
* Manage and drive third parties to quick resolution of Incidents.
* Focus on ensuring resolution of Major Incidents within service level through the identification of known errors, resolutions and workarounds.
* Ensure confirmation of service availability.
* Ensure detailed handover of active Major Incidents where shift change occurs
* Organizes and schedules checkpoints ensuring they are communicated and start on time.
* Coordinate with Service Desk, Incident Management, Technical Groups, Account Teams and other key stakeholders to ensure information flow for Major Incidents
Accuracy of Information. Ensure accurate and up to date documentation is maintained during the life cycle of a Major Incident to provide accurate input to other linked processes such as Incident Management, Problem Management, and Change Management.
* Maintain accurate service restoration related information in the Major Incident record, including such things as chronology and actions taken and work around implemented
* Constantly look for ways to improve the quality and clarity of communications, removes ambiguity of interpretation.
Knowledge Input. Provide input to the Incident Managements knowledge sharing activities in order to improve and refine the Major Incident Management service.
* During "downtime" complete all administration tasks including updating Not find, maintaining E&N documents, updating Knowledge scripts and any other tasks required by the business
* Reviews Account process against global process and documents differences in the Account Supplement Document.
Service Excellence. Use ITIL methodology to deliver Major Incident Management services.
* Adopt service excellence paradigm and strive to ensure the customer receives a quality level of service
* Build positive relationships with Technical Groups via an ongoing engagement model
* Recommend and Drive Service Improvement Activities to and on behalf of the process owner
Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take up to a minimum 10 weeks. LA International is a HMG approved ICT Recruitment and Project Solutions Consultancy, operating globally from the largest single site in the UK as an IT Consultancy or as an Employment Business & Agency depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, LA International welcome applications from all sections of the community and from people with diverse experience and backgrounds.
Award Winning LA International, winner of the Recruiter Awards for Excellence, Best IT Recruitment Company, Best Public Sector Recruitment Company and overall Gold Award winner, has now secured the most prestigious business award that any business can receive, The Queens Award for Enterprise: International Trade, for the second consecutive period.