Major Incident Manager

3 weeks ago


London, Greater London, United Kingdom Selfridges Full time

Major Incident Management Role

This is an exciting opportunity to utilize your skills in Major Incident Management in a complex environment.

We are seeking a proactive and reactive professional who can effectively manage Major Incidents, coordinate recovery, and assist in the analysis and long-term resolution of issues.

  • Lead the rapid response to Major Incidents, ensuring minimal downtime to systems and services.
  • Manage the investigation of incidents in line with service level agreements, providing high-level customer contact and communication.
  • Conduct post-incident review meetings to determine root cause and implement resolutions.
  • Produce Major Incident reports to customers and the business.
  • Utilize problem management processes to analyze system failures and provide resolutions to reduce future incidents.
  • Record problem records and communicate workarounds to the Help Desk.
  • Collaborate with the team to maintain known error records and support IT Operations activities.

About the Role

  • Ability to influence key stakeholders in achieving minimum disruption to the Stores & Website IT infrastructure.
  • Excellent communication and organizational skills.
  • Proven track record in Incident and Problem Management.
  • Ability to effectively challenge and think logically.
  • Substantial experience in a complex environment is highly desirable.
  • Relevant ITIL qualifications and experience with ServiceNow/Jira are a plus.

About Selfridges

We are a leading retailer with a rich history of innovation and customer service.



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