Major Incident Manager

3 weeks ago

London Area, United Kingdom Sportingtech Full time

Job Overview:

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Sportingtech is seeking a dedicated and experienced Major Incident Manager with a strong aptitude for command and coordination. This role is crucial for efficiently managing and resolving major incidents to minimise service impact and maintain exceptional user experiences. Additionally, this role involves regular Incident Management responsibilities and requires an on-call commitment to address critical issues promptly.


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Key Responsibilities:


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  • Major Incident Command and Coordination: Take charge of leading and commanding bridge calls during major incidents, demonstrating exceptional control, coordination, and leadership skills. This role involves directing cross-functional teams, managing stakeholder communication effectively, and executing recovery strategies to ensure quick resolution and minimal service disruption.
  • Regular Incident Management: Assume regular Incident Management duties, handling and resolving day-to-day IT incidents, especially during periods without major incidents.
  • On-Call Duties: Participate in an on-call rotation, being readily available to manage and respond to major incidents outside of regular business hours.
  • Process Improvement: Actively contribute to refining major and regular incident management processes, incorporating ITIL best practices to enhance overall efficiency and effectiveness.
  • Post Incident Reviews: Conduct comprehensive Post Incident Reviews following major incidents to identify root causes, capture key learnings, and propose improvements.
  • Communication and Documentation: Manage communication during major incidents and ensure accurate and timely documentation and reporting of all incidents.
  • Collaboration with ITSM Team: Collaborate closely with the broader ITSM team, including Problem and Change Management, to ensure an integrated approach to incident resolution.
  • KPI Monitoring and Analysis: Track key performance indicators for major incidents, utilizing data to drive continuous improvement in incident management processes.
  • ​Task Force Management: Structure the incident response task force, assigning specific responsibilities to team members to ensure a coordinated approach. Remove roadblocks that may hinder the incident response process, proactively identifying tasks and delegating assignments.

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Qualifications and Experience:


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  • Professional Experience: Minimum of 4 years in IT Service Management, with a substantial focus on Incident and Major Incident Management in high-demand IT environments; online gaming industry experience required.
  • Crisis Management Skills: Strong capabilities in managing complex incidents under pressure.
  • Communication Proficiency: Excellent communication skills for managing internal and external stakeholder expectations during critical incidents.
  • Analytical Abilities: Robust analytical skills for effective problem-solving and data-driven decision-making.
  • ITIL Expertise: Strong understanding of incident response and problem management best practices and methodologies.


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Additional Skills and Competencies:

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  • Flexibility and Adaptability: Ability to seamlessly transition between major incident and regular incident management roles, including availability for on-call duties.
  • Technical Acumen: Good grasp of the technical aspects relevant to online gaming platforms.
  • Collaborative Team Player: Proven track record of effective collaboration within an ITSM framework.
  • ITIL Certification: Possessing and demonstrating a deep understanding of IT Service Management principles and practices is a plus.

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