Junior Major Incident Manager
- Recruiter
- National Grid
- Location
- Wokingham
- Salary
- 38000.00 - 45000.00 GBP Annual
- Posted
- 20 Jan 2017
- Closes
- 24 Jan 2017
- Sectors
- Engineering, Mining
- Contract Type
- Permanent
- Hours
- Full Time
National Grid is at the heart of energy in the UK. The electricity we provide gets the nation to work, powers schools and lights everyone's way home. Our energy network connects the nation, so it's essential that it's continually evolving, advancing and improving. That's why we need the very best people to join the team. And that's why we're talking to you.
About the role
The Junior Major Incident Manager (DM Analyst) is present on a 24x7 basis to support and manage critical issues that arise within our critical IS environment. You will have operational responsibility alongside the Duty manager for managing major incidents affecting our IS infrastructure (Network, Business hubs and Data Centres) and suite of management applications across our global environment.
The principal accountabilities are:
- Required to work on a various shifts to facilitate 24x7x365 on site presence, shifts will include a combination of 12 hour days, 12 hour nights and standard 8 hour day shifts. All shifts will be office based.
- You will be required to assist the Major Incident Management Team with escalations, creation of relevant communications, technical and management bridges.
- You will have the ability to manage Major Incidents where required.
- Produce and creating reports within ServiceNow.
- Ensuring that the Major Incident Management process is regularly reviewed, and updated as required, to ensure full integration with other relevant processes, reflecting ITIL best practice guidelines.
- Have the ability to work with external suppliers, and ensure all communications are received on a timely manner.
- Ensuring that all IT teams (internal and external) follow the incident management process for every incident.
- Building positive, open and constructive relationships with key stakeholders within the business units and suppliers.
- Understanding of ITIL
- Previous experience with Major Incident Management.
- Excellent working knowledge of service management processes (Incident, Problem and Change Management)
- Strong time management and efficiency skills, organised and delivery focused, good planning skills, and process driven.
- Experience of working and delivering in a high-pressure environment with multiple priorities.
- Excellent written and verbal communication skills for internal stakeholders, customers, and third party suppliers.
- Good customer service skills, and able to proactively manage customer expectations.
- Ability to manage and resolve conflict and able to work effectively at all levels of the organisation.
- Able to negotiate in difficult situations to reach a successful conclusion.
- Experience of working within a multi-vendor environment (including outsourced) and complex infrastructure.
- People orientated experience of influencing and impacting leadership communities at varying levels. Personable, robust, self-starter, and enthusiastic.
At National Grid, we don't just ask our people to deliver to the highest standards. We also support them to be the best they can be. Accredited training programmes and personal development courses are a part of life here. We value and encourage diversity of thought, whatever your background. By creating an inclusive, switched-on workforce, we drive performance and deliver excellence. Which is exactly what we need to achieve our vision of creating sustainable energy solutions, for today and tomorrow.