Job Description

Job Details

SPECIFICATION

An IT solutions company are looking for a Major Incident Manager to manage multiple service suppliers by integrating them, so they can collaborate to provide the customer expected value. The integration introduces the concept of a single, customer-facing logical entity known as the service integrator.

The major incident manager under the SIAM function is the owner of all major incidents. The role includes declaring the incident as a major incident and ensuring that the MIM process is followed, and the incident is resolved at the earliest.

The role requires standby or shifts on a rotation basis.

DUTIES WILL INCLUDE, BUT ARE NOT LIMITED TO:

• Own and drive incident management bridge calls and chats with stakeholders and the senior leadership with the purpose of remediating impacting incidents.
• Manage the Major Incident Management Function, to ensure it is constantly improving and relevant to support its aims and objectives,
• Ensure the appropriate and correct communications are sent to stakeholders and the senior leadership;
• Develop strong relationships with all stakeholders.
• Perform major incident debriefs to Incident Management leadership, service management and business leads and participate in post-event issue follow-up ensuring any highlighted remediation items are followed through to completion in a timely manner

REQUIREMENTS              

• ITIL certification(s),
• Strong Excel Skills,
• 2 years’ experience in a similar role,
• Technical qualifications would be beneficial
• 2-3 Years’ experience, with the focus on MIM,
• Demonstrated proficiency in IT terminology, systems, and processes. IT Infrastructure knowledge strongly preferred,
• Previous experience with written and verbal communication to executive management, effective verbal and written communication skills for the purpose of being able to relate technical to business or non-technical users/stakeholders,
• Understanding of a ticketing system, preferred ServiceNow,
• Knowledge of Incident/Problem trend analysis
• Incident / Problem Management experience preferred
• Deep understanding of the Incident, Service Request, Problem and Knowledge Management processes

Skills and Competencies

• Impactful communication/Excellent communication skills (Written and verbal),
• Inclusive Teamwork,
• Positive Resilience,
• Self-Driven Learning,
• Smart Decision Making,
• Methodical Mindset,
• Problem Solving skill set,
• Ability to remain calm under pressure,
• Ability to multi-task (handle large number of people/departments on the phone, email and IM at same time),
• General understanding of how technology solves business problems,
• Strong attention to detail,