Overview:
Remote based
My client are seeking an experienced Major Incident Manager to join them on a remote basis. You will be responsible for overseeing and managing all high-severity incidents, ensuring effective communication and coordination across stakeholders to restore services swiftly and efficiently.
Key to this role will involve taking full ownership of major incidents, acting as the central point of contact between service delivery teams and technical recovery resources. In addition to managing the incident lifecycle, you will also contribute to ongoing process improvements and help shape service enhancement initiatives within the team.
Key Responsibilities:
- Take full ownership of all high-severity incidents from initiation to resolution.
- Assess and verify incident priority, updating and reallocating as necessary.
- Determine the severity and impact of incidents to ensure appropriate escalation and response.
- Coordinate and communicate effectively throughout the incident lifecycle.
- Facilitate technical and management conference calls during incidents as required.
- Provide clear and timely updates to stakeholders throughout major incidents.
- Ensure timely progression of incidents in line with defined processes and service level agreements.
- Confirm resolution and service restoration, ensuring all necessary validations are completed.
- Produce post-incident management information reports.
- Participate in the closure and review of lower-priority incidents where required.
- Conduct post-incident reviews with relevant support teams and stakeholders within agreed timeframes.
Essential Skills & Experience:
- Proven experience managing high-priority incidents in a shared service or multi-client IT environment.
- Strong understanding of ITIL principles and frameworks.
- Familiarity with IT service management tools such as Remedy or equivalent platforms.
- Excellent communication, coordination and stakeholder management skills.
- Ability to perform effectively under pressure in high-stakes situations.
Desirable Attributes:
- Proactive mindset with a commitment to continuous improvement.
- Ability to analyse trends and identify opportunities for service enhancement.
- Strong problem-solving and decision-making capabilities.
