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Incident Management Specialist
1 month ago
Major Incident Manager
We are seeking a skilled Incident Management Specialist to join our IT Service Operations Team in a dynamic environment. As a key member of our team, you will be responsible for developing and implementing effective Major Incident management processes that deliver stable and robust services to the business.
Key Responsibilities:
- Develop and communicate best practices and processes for effective Major Incident Management.
- Provide leadership and direction during Disaster Recovery, Business Continuity, P1 & P2 incidents.
- Accountable for the triage and prioritization of Incidents.
- Drive results and coach partners to achieve SLA/KPI performance through effective cross-functional team collaboration.
- Coordinate and facilitate communication and escalation processes during all Disaster Recovery, Business Continuity, P1 and P2 incidents.
- Monitor incident resolution, analyze trends and root causes, and highlight them to the MIM lead, Service Assurance teams, and relevant support teams.
- Ensure colleagues and partners produce high-quality Post Incident reporting within agreed SLAs, and assist with Problem Management review sessions.
- Compile and publish daily operational incident reports detailing all P1 and P2 incidents.
- Act as the Single Point of Contact for Business and Customer escalations related to high-profile events.
- Champion quality standards and Service Assurance processes, ensuring compliance across all operational teams.
- Schedule and chair Post Incident Reviews and publish Major Incident reports.
- Govern and publish Major Incident KPIs and metrics.
Requirements:
- Strong understanding of ITIL principles and best practices.
- Minimum 3 years' experience in an ITIL process role, with 2 years associated with Major Incident Management.
- Experience developing best practice processes, policies, and procedures for functional areas.
- Experience producing Executive-level summaries and reports to a high standard.
- Experience working effectively in a fast-paced, dynamic environment.
- Demonstrable experience working independently and prioritizing tasks effectively to meet deadlines.
Personal Attributes:
- Adept at dealing with and influencing multi-tier management.
- Proficient in engaging and building successful relationships with stakeholders of the Major Incident management process, including senior management.
Connells Group is a leading estate agency and property services provider in the UK, with a network of over 1,250 branches nationwide. As an equal opportunities employer, we positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, transgender status, religion or belief, marital status, or pregnancy and maternity.
