Senior Major Incident Manager

Job Description

Problem managementInitiates and monitors actions to investigate and resolve problems in systems, processes and services. Determines problem fixes/remedies. Assists with the implementation of agreed remedies and preventative measures.Relationship managementIdentifies the communications and relationship needs of stakeholder groups. Translates communications/stakeholder engagement strategies into specific activities and deliverables. Facilitates open communication and discussion between stakeholders, acting as a single point of contact by developing, maintaining and working to stakeholder engagement strategies and plans. Provides informed feedback to assess and promote understanding. Facilitates business decision-making processes. Captures and disseminates technical and business information.Customer service supportMonitors service delivery channels human, digital, self-service, automated) and collects performance data. Assists with the specification, development, research and evaluation of services standards. Applies these standards to resolve or escalate issues and gives technical briefings to staff members.Work OutputsService excellenceThe Services Major Incident Manager works to ensure service excellence is driven and achieve consistently throughout the major incidents process by managing major incidents for any delivery organisation within the required scope. Whilst the Services Associate Major Incidents Manager must be able to operate autonomously, they are required to understand and demonstrate the ability to escalate as needed, in order to ensure that the agreed outcomes are achieved. The Services Major Incident Manager is required to drive the achievement of the Service Level Agreements. By co-ordinating the implementation of agreed remedies/ preventative measures in a timely manner, the Services Major Incident Manager is able to ensure the service quality standards required by the business is achieved and or exceeded.The Services Major Incident Manager is accountable for the major incident management process and ensure that it is diligently followed, using the agreed tools and methods, within the defined deadlines and to ITIL standards.Resource allocationThis role is required to work along with other Services Major Incident Managers and Services Associate Major Incident Managers in a 24/7 environment.Incident ManagementThis role is responsible for ensuring the completion of several activities post a major incident. This role is required to validate or reject suspected major incidents by ensuring that these major incidents have been correctly identified, understood, catergorised and resolved. This is done by ensuring that root cause is investigated and has been resolved in line with the agreed processed. The Services Major Incident Manager is required to maintain a consistent and timely resolution standard of major incidents in line with the business agreed procedure and industry best practice. The position ensures that normal service operations is restored as quickly as possible following a service failure (major incident) and minimises the adverse impact on business operationsStakeholder ManagementThis role is required to manage all bridge participants to ensure alignment with the internal processes established to resolve major incidents. By ensuring that all required stakeholder receive communication in timeously, this role is able to manage major incidents effectively.Next career steps

• Services Senior Major Incident Manager

Education required

• Degree in Business Management / IT Preferable

Certifications required

• ITIL Foundation Certification or higher, preferred.

Work experience required

• 5 8 years experience in a service operations role within an IT services company
• At least 2 years of major incident management experience
• Demonstrates command, control and confidence in situations naturally.
• Excellent client service orientation and impeccable relationship building skills
• Ability to multitask and prioritise with great attention to detail
• Demonstrable ability to manage multiple streams of activities
• Excellent client liaison and facilitation skills
• Execution focused
• Background in a service management role working within an ITIL framework
• Knowledge of implementing ITIL and service quality procedures

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Keyskills :
incidentmanagement sla customerrelations driving majorincidentmanagement rootcause itservices servicedesk servicelevel clientliaison servicequality servicedelivery serviceoperations ualitystandardsservicemanagement