Major Incident Manager
2 weeks ago
Job Summary
We are seeking a skilled Major Incident Manager to join our team at Selfridges. As a key member of our IT department, you will be responsible for coordinating the recovery of all major incidents to resolution and assisting the IT Major Incident/Problem Manager in the analysis and long-term resolution of issues.
Key Responsibilities
- Manage rapid response to major incidents and problems, ensuring that appropriate action is taken to investigate and resolve them with minimal downtime to systems and services.
- Ability to motivate/influence and support the response team to deliver rapid response to major incidents as they occur.
- Ensure effective investigation of all incidents in line with service level agreements, providing a high level of customer contact/communication for critical incidents.
- Conduct post-incident review meetings.
- Own the investigation of resolved critical incidents to determine root cause.
- Provision of major incident reports to customers and the business.
- Utilise problem management processes and procedures to analyse system failures and provide resolutions to reduce future incidents.
- Recording of problem records, ensuring workaround for recurring problems are added to the knowledge base and communicated to the Help Desk.
- Maintenance of known error records.
- Manage business communications for IT change activity outside of core hours.
- Where necessary, support the functional testing of IT change activity outside of core hours.
- Proactive monitoring of IT systems and services.
- Support the wider team with IT Operations activities as required.
About You
- Ability to influence key stakeholders in achieving minimum disruption to the Stores & Web site IT infrastructure.
- Excellent communication and organisation skills.
- Proven track record in Incident and Problem Management.
- Ability to effectively challenge when appropriate.
- You will be a self-motivated achiever who gains satisfaction from providing excellent customer service.
- Substantial proven experience of successfully managing major incidents.
- Ability to work well under pressure and lead a team to resolve major incidents.
- Ability to think logically, analyse situations and problem solve.
- Proficient in knowledge of IT Infrastructure (hardware, databases, operating systems, local area networks etc.).
- Broad knowledge and understanding of IT concepts and architectures.
- Shows aptitude for analysing and managing problems arising from incidents.
- Substantial experience in a complex airport environment is highly desirable.
- Relevant ITIL qualifications, ITIL foundation as a minimum.
- Experience of using ServiceNow/Jira is highly desirable.
What We Offer
- Flexible working options to benefit you, your family and your wellbeing that can include part-time, flexi-time, job sharing or hybrid working.
- Generous annual leave that increases with length of service.
- Up to five paid volunteering days – from beach cleans to co-ordinating food and clothing donations.
- Family leave that suits your set up including Maternity, Paternity, Adoption, Surrogacy and Shared Parental leave policies.
- Defined pension contribution scheme.
- Generous bonus and/or commission scheme.
- Enviable team member discount including sale previews and double discount days.
- Exclusive local discounts on a range of restaurants, bars, beauticians and entertainment.
- Subsidised gym memberships.
- Annual travel pass and cycle-to-work schemes.
- A sustainable car salary sacrifice scheme.
- Several internal communities to get involved in from our Diversity Board and Green Warriors who are leading the charge on D,E&I and sustainability, to the Wellbeings who are always thinking of new ways to champion healthy minds, bodies and routines for our team members.
- Workplace Options, our confidential team member assistance programme for when life gets tricky or you need a little guidance.
- Access to a wide range of training programmes to help your career development.
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