Major Incident Manager

4 weeks ago

Bristol, United Kingdom IC Resources Full time

My client is a multinational software organisation, working across multiple channels and services.

They are looking to hire 2 Major Incident Managers for their global SaaS and cloud services team, to be based in their Bristol office.

You will be working as part of a global operations team with the goal of 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 their 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.

Key responsibilities:

  • First point of contact for all Cloud Operations managed major incidents
  • Drive all major incidents through the rigorous adoption and adherence to the major incident management process.
  • Chair and own the war room throughout the incident life cycle
  • Taking ownership for matrix managed resources including third parties to restore normal service operation as quickly as possible to minimize the impact to service and business operations.
  • Own the process governance and adherence - call out and educate/re-educate on process non-adherence.
  • Feed into the monthly Service Reviews, including full summaries of all Major Incidents for the respective months.
  • Deep analysis into Incidents, work with product owners for root causes, corrective actions, and improvements.

My client is a multinational software organisation, working across multiple channels and services.

They are looking to hire 2 Major Incident Managers for their global SaaS and cloud services team, to be based in their Bristol office.

You will be working as part of a global operations team with the goal of 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 their 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.

Key responsibilities:

  • First point of contact for all Cloud Operations managed major incidents
  • Drive all major incidents through the rigorous adoption and adherence to the major incident management process.
  • Chair and own the war room throughout the incident life cycle
  • Taking ownership for matrix managed resources including third parties to restore normal service operation as quickly as possible to minimize the impact to service and business operations.
  • Own the process governance and adherence - call out and educate/re-educate on process non-adherence.
  • Feed into the monthly Service Reviews, including full summaries of all Major Incidents for the respective months.
  • Deep analysis into Incidents, work with product owners for root causes, corrective actions, and improvements.
Key skills/experience required:
  • Degree in Systems Engineering, Computer Science or related subject
  • 8+ years of experience in handling major incidents
  • Strong analytical, problem-solving and communication skills. Ability to communicate technical updates to non-technical stakeholders.
  • Maintain up-to-date knowledge of ITIL
  • Understanding of Cloud Computing such as GCP, AWS, Azure, and their associated components.
  • Experience in handling major incidents for Cloud Services
  • Ability to remain calm and work well under pressure.
This role offers a highly competitive salary + generous bonus scheme + extensive equity package

You will be required to work 100% onsite at their Bristol offices.

No visa sponsorship available - sorry

If you are interested, please contact Matt Andrews at IC Resources for more info.

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