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Major Incident Management Lead

2 months ago

Manchester, United Kingdom Infused Solutions Full time

Major Incident Manager

The Major Incident Manager will lead the end-to-end process for major incidents, ensuring quick resolution with minimal business impact. This role requires strong knowledge of incident management, ITIL best practices, and effective communication across all levels.

Responsibilities:

  • Incident Coordination: Lead and coordinate responses to major incidents, minimizing service disruption and acting as the primary contact for incident communications.
  • Process Management: Maintain and improve the incident management process in line with ITIL standards, ensuring procedures are documented and followed.
  • Root Cause Analysis: Conduct post-incident reviews to identify root causes and implement corrective actions to prevent recurrence.
  • Stakeholder Communication: Provide timely updates to internal and external stakeholders, ensuring transparency.
  • Reporting and Metrics: Track KPIs, generate reports on incident trends and resolutions for senior management.

Note: Out-of-hours support may be required.

Requirements:

  • Expertise in IT service and incident management with ITIL best practices.
  • Proven experience managing major incidents in high-pressure environments.
  • Proficiency with IT service management tools (preferably ServiceNow).
  • Strong communication skills for both technical and non-technical audiences.
  • ITIL advanced certification or equivalent qualification.

If this sounds like a suitable role for yourself, please click apply.

Interviews will be conducted this week on Thursday & Friday with an immediate start.

Major Incident Manager