Major Incident Manager

About the role

Major Incident Manager drives high critical/severe critical incidents to resolution for the customer. Contacting, liaising and driving the applicable stakeholders for each such incident. The MIM also provides a timely Major Incident report, contributes to Problem investigations, provide updates to customer and company stakeholders as per agreements. The MIM would also ensure that applicable incident is also escalated/ raised to the next level as required. The MIM will have knowledge and experience from the following areas: senior level Incident Management or Recovery Management skills from a global large scale complex multi-platform environment and knowledge of ITIL processes, with crisis management / problem solving skills and experience of managing senior stakeholders as well as understanding support systems and processes.

Role Description :

Responsible for driving, managing and co-ordinating the response to all Major and High priority incidents

Ensure that all incidents are resolved efficiently and services restored as quickly as possible

Responsible for clarifying the priority of incidents in order to execute the level Incident Management or Major Incident Management Process.

Responsible for timely communications to internal stakeholders and resolver teams

Responsible for chairing and driving Technical and/or Management conference bridges up to Executive Director level

Responsible for internal and/or vendor escalation up to Executive Director level

Lead and/or Contribute to effective Major Incident Reviews produce Major Incident Reports, as well as input to the Change and Problem Management Processes as required

Single Point of Contact for internal stakeholders for all High Priority Incidents

Incident Management of some lower priority incidents

Produce statistics and status reports for Major and High priority incidents

Quality assurance of all Major and High Priority Incident tickets within Service Now

Key Accountabilities

Working within a team covering 24/7, 365 days across the globe.

Understanding of incident management systems

Analysis ability, problem solving and decision-making skills

Ability to influence and lead technical conversations with various technical resolver teams

Written and verbal communication and presentational skills

Essential Knowledge, Experience and Skills

ITIL Foundation certified, ideally to ITIL v3.0

Good understanding of Incident management systems

7+ years in an Operational environment

Ability to understand technical information and relay in business terms

Understanding of working to SLA's ensuring minimal impact to business

Ability to work effectively under pressure and remaining calm and focused under pressure/ in stressful situations

Preferred backgrounds would be in Production or Manufacturing