Major Incident Manager

Major Incident Manager (Mon-Fri days 8.30am – 5pm)

Contract

3 days a week In Reading/Rest from home

Join our team and lead the way in managing critical incidents, ensuring smooth operations and uninterrupted service delivery. As a Major Incident Manager, you’ll provide leadership and direction during Disaster Recovery, Business Continuity, P0, P1, P2, and VIP incidents, guiding our partners to maintain absolute control while following incident management processes.

Key Responsibilities of the Major Incident Manager include:

• Lead Disaster Recovery and major incidents (P0, P1, P2, and VIP) with a focus on maintaining overall incident perspective.
• Ensure the correct prioritization of incident impact and drive results through effective cross-functional collaboration.
• Guide partners to meet SLA/KPI performance targets, ensuring continuous improvement.
• Facilitate clear communication and escalation processes during high-priority incidents.
• Proactively monitor incident resolution, analyzing trends and root causes, and working closely with the MIM lead, Service Assurance, and support teams.
• Oversee the production of Post Incident Reports within agreed SLAs and assist with Problem Management review sessions.
• Publish daily operational incident reports covering P0, P1, and P2 incidents.
• Serve as the Single Point of Contact (SPOC) for business and customer escalations relating to high-profile events.
• Act as the escalation point for internal issues within the wider team.
• Champion quality standards and ensure compliance with Service Assurance processes across all operational teams.

The successful Major Incident Manager will have:

• ITIL Experience
• Experience of ICT / and Mobile Network Technologies.
• Extensive experience in a fast-paced Operations environment working within an ITIL framework with a solid understanding of the Incident Management process.
• Strong analytical capabilities, highly organised and excellent relationship management skills.
• Energetic and pro-active with a "can-do" attitude.
• Experience of ITSM tool sets, preferably BMC Remedy.
• Proven ability to engage and communicate with senior stakeholders and support teams across any number of business functions.
• Rational and calm under pressure.

To apply for the Major Incident Manager please send your CV to [email protected]