Major Incident Manager

**MISSION**

The mission for the Major Incident Manager (MIM) is to ensure consistent lifecycle management of all major incidents (P1-P2) to restore normal service as quickly as possible, minimise the impact to business and customer services and ensure fast communicationsreach business & customer stakeholders. The incidents in scope for the role are: M&E Infrastructure, IT systems, Physical and Cyber Security, Health & Safety.

He/She will own the incident management process and be responsible to respond to all requests that relate to it including documentation, training, auditing, quality and efficiency, KPI monitoring, improvements, tools testing.

**OUTCOMES**

Ensure all Major Incidents are managed according to the defined process and aligned to customers contracts and expectations.

Create detailed and/or high level, commercially sensitive, internal/external reports and communications, within OLA/SLA and in English, to a high standard.

Identify & analyse event and incident related metrics to support risk management strategy & decisions, OLA/SLA compliance and resourcing decisions.

Instigate process and tool improvement initiatives.

**THE TEAM**

You will be part a Global Service Operations team, which is a centralised function providing the governance of ITIL based processes (Event, Incident and Change) to the rest of the business.

You will report into the Head of Service Ops and work closely with both the Incident Management Team and the Change Management Team.

**THE SKILLS / EXPERTISE YOU BRING**

**Ownership -**driving & embedding Incident Management process ensuring compliance. Owning incidents resolution across DCS estate - to maximise uptime and availability of services. Drive closure of actions and task associated to incident managementand closure.

**Strong management** - Managing and controlling P1 incidents bridge of engineering experts to drive through entire lifecycle to resolution

**Service improvement** - Identifying and implementing (IM) service improvements & training requirements

**Prioritisation and Compliance** - Meeting OLA/SLA compliance regarding incident prioritising & updating

**Incident metrics** -Analysing and sharing Incident metrics with business and stakeholders to drive focus, identify improvements and support risk management

**Support**:

- Problem Management through clean handover of major and repeat incident. Ensuring continued future business by identifying & implementing improved ways of working

**Effective Relationships** - Build effective relationship and collaboration with own and other teams

**What we offer**:
Colt DCS is a growing business that is investing in its people. Our people are defined by their ability to make things happen and deliver on their promises. We offer skill development, learning pathways and accreditation to help our people perform at theirbest, regardless of role and location.

In addition to offering competitive salaries and incentive plans, a range of benefits and local rewards packages are offered to staff. Colt DCS recognises the importance of a work life balance.

Some benefit examples are:

- Pension and insurance options
- Access to a virtual business school for on-going learning
- Business mentoring
- Discounts with local hospitality and retail providers
- Flexible working and relaxed dress code
- Two days annually to spend on volunteering opportunities