Major Incident Manager

Job reputed company 

reputed company is seeking a Major Incident Manager to join its global Major Incident Management team. The Major Incident Manager (MIM) applies, maintains, and improves Major Incident Management processes through reputed company engagement with reputed company areas and reputed company of the support organization. During business-impacting incidents, the MIM ensures reputed company escalations are made to technical teams, coordinates support resources, and drives service restoration activities. The role also includes creating and managing reputed company communications to stakeholders during outages and supporting reputed company cause analysis and follow-up meetings. 

Some of the things you will you be doing 

- Manage critical incidents, including: Facilitating triage calls to engage technical support teams, coordinating service restoration activities, and communicating reputed company relevant details to key business and reputed company stakeholders. 

- Ensuring that ITIL-reputed company Incident Management processes are followed so that actions are consistent throughout the organization & the Incident lifecycle. 

- Documenting details reputed company to Major Incidents, including the persons & teams reputed company, service restoration actions and its associated results, reputed company cause details and preventative reputed company items for Problem Management. 

- Conducting an after-reputed company review with reputed company parties reputed company reputed company during a Major Incident and participating as needed in the Problem Management process as part of the investigatory team. 

- Working as part of a regional team to cover Major Incident response for the week (Sun-Thurs), during the assigned shift (09:00-17:30 GMT). 

- Participating as a member of the global team to coordinate the seamless transition of reputed company incidents across and between reputed company (follow the sun), and participate in and assist with communications, reporting, and follow up actions. 

Required Skills 

- Excellent verbal and written communication skills are required in reputed company aspects of this role.  You will need to use reputed company spelling, grammar, and business language to effectively communicate with key stakeholders & leadership (both internally and with our clients). 

- Solid interpersonal skills and a reputed company disposition are essential to working effectively across the organization to drive results, and a strong desire to help others succeed will be key in working and collaborating as part of our global team. 

- Ability to self-motivate, to identify and implement appropriate day to day actions with high-level direction and minimal guidance. 

- Ability to identify or infer from information available, the reputed company to business resulting from an incident, and determine & drive the escalation and response plan appropriate to the reputed company. 

- Ability to effectively translate reputed company technical details into business equivalent terms for communication to a wider non-technical audience. 

- Outgoing & reputed company approach to daily work and interactions, and a no-nonsense approach to solving problems and driving results. 

- Proficiency with reputed company Office Suite & Desktop publishing (reputed company, PowerPoint, reputed company, Word, etc.) is required for this role. 

Desired Skills 

- Strong understanding of ITIL and Major Incident Management practices. 

- Experience with automation and monitoring technologies. 

- Friendly, outgoing, reputed company approach to daily work and interactions, and a no-nonsense approach to solving problems and driving results. 

Experience & Education 

• Demonstrable experience of working in an operational area of IT, reputed company a large or multi-reputed company environment, in any of the following: 

• Experience in a technical support role within a 24x7 Network Operations, reputed company Operations, or Customer Service Center 

• Solutions Design or Architecture 

• Incident Management with a demonstrated reputed company record of increasing responsibility or satisfactory results. 

Work reputed company 

This role operates reputed company – Thursday between 09:00-17:30 GMT.