Major Incident Manager - Customer Response Centre - MIMs - Hybrid Working - £43,000 pa + £5,000 Car Allowance + Generous Bonus + excellent benefits package - Immediate start - Shift Pattern (including Days, Nights and Weekends) - Manager - ITIL - Problem Manager - Incident Manager - WFH
Major Incident Manager
Concept Resourcing are proud to be working with Europe's largest independently owned IT services group. A brilliant group who have been established over 35 years, they deliver innovative, business critical and cost reducing IT solutions to both private and public sector organisations.
We are looking for a Major Incident Manager to work as part of their Customer Response Centre (CRC), joining an established team. The CRC provides first, second- and third-line support to their clients and under ITIL governance, comprehensive Incident and Problem Management.
As the Major Incident Manager, the key objective of this role is to effectively manage the lifecycle of a Major Incident and to ensure speedy service restoration minimising business impact to the customer, ensuring the customer has the information they require to manage their business expectations.
The role will be covering a split shift rota and will include leading and mentoring a small team out of hours as well as being part of a larger team when on day shift. You will mainly work from home, however there will be the need to be in the CRC with multiple locations across the UK.
Overall Job Purpose:
The Major Incident Manager will monitor and liaise with Incident owners as required and will manage / own High Priority incidents through to resolution.
Effective management of communications to internal and external key stakeholders.
Invocation of defined escalation models in a timely fashion.
To ensure resources are used in the most efficient way to minimize the impact of any Major Incidents, whilst providing the highest levels of client satisfaction.
As the Major Incident Manager, you will:
Monitor and liaise with the incident owners as required, throughout the life of an incident to ensure the actions to resolve are completed within SLA.
Own and manage Major Incidents through to resolution in line with agreed service levels
Co-ordinate of restoration plan with the appropriate resolver groups.
Invocation of escalation process in accordance with process.
Act as the focal point of communication for the internal and external key stakeholders for Major Incidents
Write, validate and distribute Major Incident Reports to high quality standards
Effective triage of Major Incidents in accordance with process OLA's and KPI's
Provide clear and concise updates within the Service Management tool for audit purposes.
Engagement with 3rd party suppliers
Delivery of Service Improvement items allocated within the agreed timeframe.
Conduct and report upon the output of Due Diligence across the Major Incident Management service for new business as part of Service Transition.
Attend Major Incident Management workshops for new customer.
Conduct post incident reviews, identifying lessons learnt and driving improvement.
Operational point of escalation for all Major Incidents.
Highlight and escalate process failures to the Major Incident Management Team Manager.
You are someone who understands core technical concepts, work collaboratively within a group, actively networking with others, and prides themselves on providing excellent service. If you are an experienced Incident Manager, excited to lead and mentor; an effective communicator who can make decisions, drive actions and gauge urgency, then we would love to hear from you.
To apply and find out more about this position click APPLY and a member of the team will be in touch