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Major Incident Manager - HYBRID WORKING

Proactive Appointments

Posted on Jan 4, 2023 by Proactive Appointments

Surrey, United Kingdom
Immediate Start
£50k - £55k Annual

Major Incident Manager - HYBRID WORKING

We have one of our biggest customers in the Financial sector currently looking for an experienced Major Incident Manager - HYBRID WORKING.

Job Purpose/Role

Major Incident Manager role sits within the Service Delivery area in a Team that supports core service management functions Change, Problem and Incidents. The candidate will be expected to have deep knowledge of delivering IT services with-in the ITIL v3 framework and have previous experience of managing IT Major Incidents.

Key Responsibilities

  • Ownership of Incident management process.
  • Lead Major incident resolution through-out the incident life cycle, coordinating activities of resolver teams including third-party suppliers.
  • Provide communication to business and IT through the MIM process, during the major incident life cycle, until resolution.
  • Ensure that progress on incidents is continually assessed, making appropriate interventions, directing and facilitating resolution activity.
  • Act as escalation path for major incidents to ensure service is restored urgently.
  • Monitor and in some circumstances manage potential service disrupting Incidents at P3 level
  • Collaborate with other Operational Management teams to ensure that events, alerts and changes are defined & understood to enable faster response to incidents
  • Build a knowledge base and recovery plan to constantly drive forward improvement.
  • Work with Service Desk Incident Management team to ensure that the performance of the team achieves the defined performance targets and KPIs

Key Requirements/Skills/Experience

  • Experience of leading and managing Major incidents.
  • Have a general knowledge of technology and architecture across multiple platforms.
  • Have experience of working in a shared service hosting environment.
  • Have a flexible and 'can do' attitude and a strong sense of initiative with the ability to learn fast and deal calmly with situations under pressure.
  • Be able to communicate clearly, both written and verbal, to technical teams, Business users and 3rd party support teams, tailoring your communication based on your audience.
  • Ability to organize and chair Major Incident resolution discussion.
  • Be able to listen to and to question colleagues and influence where required.
  • Have strong organization skills enabling the management of multiple incidents simultaneously and be effective in their prioritisation based on impact to the business.
  • A formal ITIL V3 qualification is desirabl

Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.

Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation

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Reference: 1844956622


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