Major Incident Manager
js 3724
up to £65000 plus £6k bonus
ASAP
Major Incident Manager
Permanent
Peterborough
GTS has an exciting new opportunity for a Major Incident Manager.
MIM Manager Principal
Perm – Hybrid role / Peterborough
Salary DOE – MUST have experience in Managing Major Incident Managers!
N.B this role is partially remote – 2 days working remotely and 3 in office
A fantastic opportunity has arisen for a Major Incident Manager. For this role, you will have experience in managing a team of major incident managers. to join well established blue chip organisation based in Cambridgeshire.
As a Major Incident Manager/Incident Management Principal you will:
Firstly, overseeing major Incidents.
Secondly, leading a team managing and overseeing service restoration or impact reduction
(implementation of workarounds);
Ensure timely Service Provider engagement such as, cross-tower and external;
Provide consistent end-to-end outage and business communications to all levels of
stakeholder;
Act as an escalation point for all internal and external resolver teams where
resolution ownership is disputed;
Most importantly, give 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;
Finally, promote the Incident Management function and expand its capability to deliver value
to the business
Firstly, monitor service levels, performance metrics, and Key Performance Indicators
Secondly, 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
Most importantly, provide a reliable escalation target for senior stakeholders and colleagues
ITIL v3,v4 Foundation (essential) 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, reactive trend analysis and 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
Excellent time management skills in order to fulfill workload and meet customer SLAs
Finally, good interpersonal skills – ability to liaise with personnel at all levels and adapt
style accordingly
So if you are a Major Incident / Incident Management principal looking for your next exciting career move please apply.
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