Major Incident Manager Role

Apply for this Major Incident Manager in Peterborough Today

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:

Incident Manager is Responsible for the following:

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

General Duties

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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