Major Incident Manager

3 weeks ago

Greater Bristol Area, United Kingdom Central Business Solutions Inc. Full time

Position Title - Incident manager (Bristol, England) Work From office only

Location - Bristol England

Role- Full time

Job Description:

· Client’s software group is looking for an energetic and self-driven professional to join our team. Group’s mission is to provide best in class software services delivered to the high availability standards that our clients expect.

· The candidate will form part of a global operations team which is goaled to ensuring the highest service levels of availability of the mission critical software services provided.

· The role requires you to take accountability for any highly visible, complex and SLA impacting issues that occur across the Client’s SaaS service offering.

· Manage the incident process, through taking ownership for matrix managed resources to restore normal service operation as quickly as possible to minimize the impact to service and business operations.

· Ultimately accountable for the efficiency and effectiveness of the Service Delivery during the life cycle of the Incident for its particular customers, stakeholder and business unit.

Responsibilities:

Skills:

· Attend war rooms to oversee and assess performance of the MIM (Incident commander) chairing the war room in line with Incident Management process per SOW

· Own the Process governance and adherence – call out and educate/re-educate on process non-adherence.

· Functional process owner for the Incident and Major Incident Management process

· Taking ownership for matrix managed resources to restore normal service operation as quickly as possible to minimize the impact to service and business operations

· When required act as a point of contact for all Major Incidents.

· If required represents the first stage of escalation for Major Incidents.

· If required responsible for planning and coordinating all the activities required to perform, monitor, and report on the process during a live incident.

· Ensure the closure of all resolved and end-user confirmed Incident records

· Ensure traction and report daily on the progress of Problem Reports

· Provide guidance to the various support teams with regards to the incident process.

· Determines if an incident needs to be escalated according to priority and severity of the issue.

· Feed into the monthly Service Reviews, including full summaries of all Major Incidents for the respective months

· Meet monthly with Service Managers to discuss process shortfall, improvements/new initiatives.

· Ability to coordinate and chair Major Incident war rooms during a live incident, must be able to take active lead in driving restoration of service.

· Good communication skills, verbal and written. Ability to communicate technical updates to non-technical stakeholders.

· Deep analysis into Incidents, root causes, weaknesses, corrective actions etc.

· Proficiency on Microsoft Office products, including Word, PowerPoint and Excel.

Requirements:

·ITILv3 Foundation Certificate or higher

· At least 5 to 7 Years experience in an ITIL based organization specifically within an Operational

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