Major Incident Manager
1 month ago
About the Role
This is an exciting opportunity to join Selfridges as a Major Incident Manager, where you will play a critical role in ensuring the smooth operation of our IT systems and services.
As a Major Incident Manager, you will be responsible for coordinating the response to major incidents, ensuring that appropriate action is taken to investigate and resolve them with minimal downtime to systems and services.
You will work closely with the IT Major Incident/Problem Manager to analyze and resolve issues, and will be responsible for motivating and influencing the response team to deliver rapid response to major incidents.
Key responsibilities will include:
- Managing 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
- Ensuring effective investigation of all incidents in line with service level agreements, providing a high level of customer contact/communication for critical incidents
- Conducting 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
- Utilizing problem management processes and procedures to analyze 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
- Managing business communications for IT change activity outside of core hours
- Where necessary, supporting the functional testing of IT change activity outside of core hours
- Proactive monitoring of IT systems and services
- Supporting the wider team with IT Operations activities as required
About You
We are looking for a highly skilled and experienced Major Incident Manager who can demonstrate:
- Ability to influence key stakeholders in achieving minimum disruption to the Stores & Web site IT infrastructure
- Excellent communication and organization 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, analyze 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 analyzing 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
Selfridges is a dynamic and exciting place to work, with a range of benefits and rewards that make our team experience truly extraordinary. These include:
- Flexible working options to benefit you, your family, and your wellbeing
- Generous annual leave that increases with length of service
- Up to five paid volunteering days
- Family leave that suits your setup, 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
- Subsidized gym memberships
- Annual travel pass and cycle-to-work schemes
- Sustainable car salary sacrifice scheme
- Several internal communities to get involved in, from our Diversity Board and Green Warriors to the Wellbeings
- Workplace Options, our confidential team member assistance program
- Access to a wide range of training programs to help your career development
Join Our Team
We are committed to creating a workplace that is inclusive, diverse, and supportive of all team members. If you are passionate about delivering exceptional customer service and have a proven track record in Incident and Problem Management, we would love to hear from you.
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