Major Incident Manager

31 Mar 2019
24 Apr 2019
Contract Type
Full Time
Major Incident Manager

Job Description:

* 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 on-going 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


* 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.

Industry Knowledge:

* 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.

Qualifications and Experience:

* 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)

AAP3 is acting as an Employment Business in relation to this vacancy

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