Major Incident Manager will perform ITIL aligned Major Incident Management and will assist Service Managers, Technical Support teams, Clients and Third Parties delivering Major Incident Management services. 4-6 Years As a Major Incident Manager, your responsibilities will include: • Managing Major Incidents, ensuring that they are logged, progressed, updated, authorised, expedited and resolved within the scope of the Service Level Agreement - Using MIM experience to pro-actively support the management of High Severity Incidents (P1 and P2) - Owneing the Major incident and driving it efficently on both Bridge call and Chat. - Issuing communications during the progress of a Major Incident - Identifying appropriate timelines and targets for recovery actions, feedback and communications - Assessing and Agreeing Business Impact and Incident Severity Level. - Ensuring that appropriate internal escalation occurs - Ensuring that appropriate third party escalation occurs - Assessing the need for appropriate handover of responsibilities to maintain optimum performance of the recovery team over an extended duration - Highlighting risks and issues in actions identified during any Major Incident - Evaluating recovery actions to ensure that a recovery plan exists or is being actively produced - Suggesting workarounds and methods of speeding up the recovery of an incident - Continually reviewing engagement within the recovery and identify any additional support teams, individuals or third parties who could add value or those that can be stood down • Maintaining the Major Incident Management process - Reviewing and updating process documentation - Ensuring that key support information such as emergency contact lists is kept up to date 8-Jun NA We expect you to possess: • Ability to interpret and present Incident Data • Knowledge of the ITIL Change, Problem and Incident Management processes • ITIL V3 Intermediate / Expert or equivalent experience • Willingness to operate at all levels within the support structure • Flexibility regarding working hours - 24x7 shift cover • Knowledge of Data Centres and Service Management as well as technologies prevalent in Data Centres, including x86, UNIX, AS400, HP non-STOP, Mainframe • Understanding of infrastructures and network topologies (advantage)
Job Title
Major Incident Management