Major Incident Manager Manager/Incident Management Principal

Global Technology Solutions Ltd
47500.00 - 53500.00 GBP Annual
28 Jul 2021
04 Aug 2021
Contract Type
Full Time

Major Incident Manager Manager/Incident Management Principal/Specialist

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

*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

*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!

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