Major Incident Manager

The Major Incident Manager will be a core part of our Service Operations function ensuring that all Major Incidents (Priority 1 and Priority 2) are managed and communicated in-line with the Unipart Major Incident Management process in order to restore normal service operation as quickly as possible, minimising the disruption and impact to business operations.

This role will link strongly into the Incident, Problem and Risk Management processes to drive out service issues, single points of failure and improve overall service and operational stability. It is expected that the Major Incident Manager will have a good working knowledge of incident and problem processes.

The role includes participation in a 1 in 4 out of business hours on-call Rota.

Major Incident Manager Responsibilities include:

Managing Major Incidents, ensuring that they are logged, progressed, updated, authorized, expedited and resolved within the agreed timeframes
Own and issue all communications during a Major Incident
Chairing conference calls with relevant participants including senior management, driving investigation and recovery activity via action plans.
Ensuring that appropriate internal escalation occurs.
Ensuring that appropriate vendor/supplier escalation occurs.
Identifying appropriate timelines and targets for recovery actions, feedback and communications.
Assessing the need for appropriate handover of responsibilities to maintain optimum performance of the recovery team over an extended duration.
Highlighting risks and issues in actions identified during any Major Incident.
Evaluating recovery actions to ensure that a recovery plan exists or is being actively produced.
Suggesting workarounds and methods of speeding up the recovery of an incident.
Continually reviewing engagement within the recovery and identify any additional support teams, individuals or third parties who could add value or those that can be stood down.
Performing root cause analysis and preventative management as required, ensuring that all necessary parties are informed and involved in the process.
Participating in post Major Incident review following successful recovery.
Ensuring actions from post Major Incident reviews are addressed or registered as risks or issues.
Performing Problem Management activities to ensure root cause, preventative actions and permanent fixes are identified and implemented.
Performing Incident Management (P3/P4) activities as required.
Create detailed Major Incident Management processes following the framework created by Group Technologies Service Management and existing 3rd party processes.
Identify and implement efficiencies to the Problem and Major Incident Management processes, utilising process efficiency and continuous improvement methodologies.
Identify information to enhance the Known Error database
Maintaining the Major Incident Management process
Reviewing and updating process documentation.
Ensuring that key support information such as emergency contact lists is kept up to date.
Provide ‘Out of Hours’ Standby and On-Call Support to Major Incident Management on a Rota basis.

Major Incident Manager Requirements:

Experience of working in a complex, fast-paced organization.
Excellent communication skills, both verbally and in writing, with an ability to clearly explain problems to both a technical and non-technical audience.
Self-starter with an ability to plan and prioritise workload and demands to meet deadline.
Takes personal ownership to deliver excellent customer service to both internal and external customers.
Practical experience within Problem Management
Knowledge of Risk Management
ITIL accreditation is preferred but not essential
Previous team leader experience is desirable

Location: Mixed - Nuneaton & Remote
Contract Type: Permanent
Hours: Full Time, 40 hours per week Monday-Friday
Salary: £38,000 - £45,000 per annum, plus on call allowance circa £5,000
Benefits: 33 days holiday, car allowance, pension, life assurance, employee assistance programme, wellbeing support, and flexible benefits scheme.

You may have experience of the following: IT Incident Manager, IT Manager, IT Support Manager, SIAM Incident Manager, Incident Management, Data Services, Data Manager, Data Management, Continuous Improvement, Problem Manager, Information Technology, Incident Management, etc.

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