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Incident Management Specialist
2 months ago
We are seeking a highly skilled and experienced Major Incident Manager to join our Service Management Office at Littlefish. As a key member of our team, you will be responsible for the management, resolution, and fulfillment of all Major Incidents across our organization.
Key Responsibilities- Facilitate and lead Major Incident technical and managerial conference calls, ensuring detailed notes are recorded and actions are clearly assigned to owners.
- Issue client-facing Major Incident update communications autonomously, with a high level of accuracy.
- Produce a client-facing Major Incident report upon resolution of each in-scope Major Incident.
- Hand over all resolved Major Incidents to the Problem Management process, with suggested next steps and actions to be undertaken via the Problem Manager.
- Drive the efficiency and effectiveness of the Major Incident management processes.
- Produce and act upon management information, including SLA performance KPIs and reports to continually improve service quality.
- Monitor the effectiveness of Major Incident management and make recommendations for improvement.
- Develop and maintain the Major Incident management process where owned by Littlefish or provide input to client-side process owners if applicable.
- Ensure that all IT teams follow the Major Incident management processes for every Major Incident.
- Act as an escalation point for the client and in support to the Major Incident Management Lead.
- Through our one-of-a-kind training program, the Littlefish Academy, you can increase your earnings by £4,500.
- Referral bonus scheme of £1000 when you successfully refer a friend.
- Access to our LinkedIn Learning platform, with over 16000 expert-led online tutorials to enhance and achieve your personal and professional goals.
- Healthcare cash plan, providing access to online GP appointments, 24/7 access to qualified counsellors, and cash back against a range of general healthcare.
- Casual dress policy.
- Company Pension Scheme.
- Company social events.
- 25 days annual leave plus public/bank holidays.
- Purchase and sale of annual leave scheme.
Our company values shape who we are as a business, what we stand for, and how we work. Hiring people with our values at heart is very important as we see Littlefish grow.
We are committed to encouraging a diverse and inclusive community where everyone, irrespective of who they are or their background, can feel equal and supported.
