Major Incident Manager

Nottingham, Nottinghamshire | Permanent

Ref: 315

This vacancy is now closed

Major Incident Manager

to £38,000 

*Microsoft Gold Partner*


The Role

Our client are seeking a Major Incident Manager to take overall responsibility for the management, resolution and fulfilment of all major incidents, across all organisations in scope of the process. This may include third party and client-side resolver groups.

Main Duties and Responsibilities

  • Driving the efficiency and effectiveness of the major incident management processes
  • Producing and acting upon management information, including SLA performance KPIs and reports to continually improve service quality
  • Monitoring the effectiveness of major incident management and making recommendations for improvement
  • Developing and maintaining the major incident management process providing input to client-side process owners if applicable
  • Reviewing and auditing the process
  • Ensuring that all IT teams follow the major incident management processes for every incident
  • Acting as an escalation point for the client and in support to the Service Delivery Manager
  • Stay appraised of industry best practice and where applicable introduce as part of continuous improvement

Other Duties

  • Input into Continuous Service Improvement, Incident Management, Request Management, Problem Management and Knowledge Management
  • Acting as a deputy for the Service Delivery Manager
  • Creation and maintenance of work instructions, knowledge-base articles and other operational documentation

Essential Experience

  • 1 to 3+ years’ experience and a proven track record in process level (Major Incident, Request, Incident, Problem etc) management
  • Business experience gained in Service Management and/or technical delivery roles, across a range of customers ideally in a Managed Services environment

Essential Education

  • Educated to A Level standard (or equivalent)
  • ITIL Foundation (or equivalent)

Desirable Education

  • Educated to Degree standard (or equivalent)
  • ITIL Intermediate (or equivalent)
  • SIAM Foundation (or equivalent)

Key Skills & Attributes Required

  • Relationship building with mid-level members of an organisation – gaining trust and confidence from customers
  • Ability to work as part of a team with a high degree of drive, determination and motivation to succeed
  • Ability to prioritise and manage multiple tasks
  • Can demonstrate IT related problem-solving skills
  • Undertaking or have undertaken specific service management training e.g. ITIL Foundation
  • Prioritises tasks to achieve SLA’s, KPIs and contractual commitments, navigates the organisation as needed to ensure targets are achieved to the best of their ability
  • Willing to work flexible hours as and when the need arises