Description
Major Incident Manager - (ServiceNow/ITIL/Incident Management/SIEM)
*Remote Working*
*Outside IR35*
Methods require the service of a Major Incident Manager to work on a large programme within the public sector. You will be a self-motivated, confident communicator who has good troubleshooting skills. This role requires a detail oriented, critical thinker who can anticipate issues and solve problems.
Key Responsibilities:
- You will manage the investigation and resolution of high severity, service impacting incidents.
- Manage all assigned Major Incidents to drive resolution within SLA targets.
- Ensure that external & internal communications are sent promptly and at agreed intervals, providing internal stakeholders with the information to manage their clients effectively.
- Ensure that all incidents are logged within ticket logging tools
- Provide technical & customer insight and knowledge from previous major incidents to assist in resolution
- Work closely with internal teams to build effective working relationships to allow for quick resolution of service impacting incidents, and to leverage these relationships where required.
- Experience of working in a complex, multi supplier, fast-paced organisation
- Experience of working as a Major Incident Manager or other service operations roles
- Excellent communication skills, both verbally and in writing, with an ability to clearly explain problems to both a technical and non-technical audience.
- Self-starter with an ability to plan and prioritise workload and demands to meet deadlines.
- Managing Live Service
- Proactively testing and monitoring services and undertaking manual health checks.
- Strong knowledge of SIEM tools (ideally Splunk), threat intelligence, and incident response/handling methods.
- Ability to investigate, troubleshoot, resolve, and prevent the recurrence of incidents that interfere with the normal delivery of IT services. Experience of working in a high-pressured environment
- Experience in case management toolsets - preferably ServiceNow
- ITIL Foundation Certification
- Strong Team working skills
- Able to work without supervision