Major Incident & Problem Manager : Basingstoke - £49,000 + £3,000 on call allowance As the Major Incident Manager & Problem Manager, you are responsible for both hands-on Major Incident Management, and at all other times the Problem Management of prior major incidents. You will be responsible for managing the Major Incident process, reporting & governance as well as the co-ordination and facilitation of high priority incident resolution by engaging a variety of support teams & vendors. Responsibilities: Executing Major Incident process tasks in adherence with global and local requirements. Maintaining the operational integrity and service continuity by the management of P1/P2 incidents through established channels. Applying standard Incident Management techniques to ensure disruptions to service stability and outage times are kept to a minimum. Hosting conference calls (Technical and Managerial) and facilitate effective incident management throughout the incident lifecycle, in-line with agreed service definitions. Driving Service Management best-practice and ITIL process compliance across the business. Providing communication to business and IT colleagues through the MIM process, during the major incident lifecycle, until resolution. Producing and maintaining the MIR?s (Major Incident Reviews) to a variety of audiences including senior and executive management level. Being able to work rotational on call 24x7 (incl. weekends and bank holidays) Identifying the underlying root cause and the triggers of a Problem and initiate the most appropriate and economical Problem solution or temporary workaround Undertaking a review, the resolution of a Problem to prevent recurrence and learn any lessons for the future. Furthermore, it is to be verified whether the Problems marked as closed have been eliminated. Experience: Proven experience working within 24/7 IT operational environment Proven experience delivering continuous service improvements for the business Proven Major Incident Management experience with significant expertise in large regional companies. Sound understanding and experience with service level agreements and associated metrics. Enterprise IT experience and a good working knowledge of the broad suite of IT technologies and technical environments. Experience with performing and coordinating RCA and trend analysis, using established data techniques. ITIL version 3 Foundation (minimum). Preferable ITIL v3 Service Lifecycle Certification Service Operation Please apply for more details.