IT Major Incident Manager

10 Sep 2018
18 Sep 2018
Contract Type
Full Time
This role is to start Nov Dec and will pay £20.50 LTD p/h or £ 15.73 p/h PAYE

Clearance Requirements

This role will require you to hold or be eligible to obtain Security Clearance (SC) prior to working onsite. You must be eligible to work in the UK without sponsorship and have lived and worked in the UK for a minimum 5 year period. If you are unsure as to whether you are eligible, please contact me to discuss.

Job Purpose

To coordinate the activities and follow the processes required to deliver and manage major incidents at agreed levels to business users and customers.
Responsible for the governance and ongoing management of restoration teams who manage the technology used to deliver and support services. These teams can be either internal support teams or third party partners and vendors.
Is responsible for ensuring that routine tasks such as SMS and written communications are sent, ITSM ticketing system and dashboards are updated and all relevant reports are completed.
Completion of input to Daily, Weekly and Monthly service reviews and monthly contractual reporting.
Chair conference calls in an attempt to coordinate technical restoration activities and provide management updates on major incidents

Experience/Skills required

* Manage the delivery of service through the use of Service Restoration Teams and management calls.
* To provide targeted, timely and useful information on planned and unplanned outages that allows the business to understand the impact of each unplanned outage and take the appropriate action.
* Governance of suppliers to ensure recovery of service to service level agreements
* Support implementation of new and existing processes for management of Major Incident Service Restoration and Communications.
* Extensive knowledge of IT Industry from Enterprise perspective
* Confident communication & service excellence skills
* Broad knowledge of Customer organisation and priorities
* Experience in a service desk environment with team leader or management duties.

A strong leader who can work in a sometimes stressful operational role where restoration of service is paramount
Strong communication skills: oral, written, presentation, facilitation
Technical understanding with ability to translate into business impact
ITIL lifecycle experience (particularly Operations)

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