Location:
Hybrid - Nuneaton & Remote
Contract type:
Full time
Hours:
40 hours per week, Monday to Friday
Salary:
£45,000 per annum, 33 days, car allowance, pension, life assurance, employee assistance programme, wellbeing support, and flexible benefits scheme
About the role
The Major Incident Manager will be a core part of our Service Assurance function within IT Service Management ensuring that all Major Incidents (Priority 1 and Priority 2) are managed and communicated in-line with the Unipart Major Incident Management process in order to restore normal service operation as quickly and effectively as possible, minimising the disruption and impact to business operations.
This role will link strongly into the Incident, Problem and Risk Management processes to drive out service issues, single points of failure and improve overall service and operational stability. It is expected that the Major Incident Manager will have a good working knowledge of incident and problem processes.
The role includes participation in a 1 in 4 out of business hours on-call Rota.
As part of your key responsibilities you will:
- Manage Major Incidents, ensuring that they are logged, progressed, updated, authorised, expedited and resolved within the agreed timeframes
- Own and issue all communications during a Major Incident
- Chair conference calls with relevant participants including senior management, driving investigation and recovery activity via action plans
- Ensure appropriate internal escalation occurs
- Ensure appropriate vendor/supplier escalation occurs
- Identify appropriate timelines and targets for recovery actions, feedback and communications
- Assess the need for appropriate handover of responsibilities to maintain optimum performance of the recovery team over an extended duration
- Highlight risks and issues in actions identified during any Major Incident
- Evaluate recovery actions to ensure that a recovery plan exists or is being actively produced
- Suggest workarounds and methods of speeding up the recovery of an incident
- Continual review 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
- Perform root cause analysis and preventative management as required, ensuring that all necessary parties are informed and involved in the process
- Participate in post Major Incident review following successful recovery
- Register or address risks or issues from post Major Incident reviews
- Perform Problem Management activities to ensure root cause, preventative actions and permanent fixes are identified and implemented
- Perform Incident Management (P3/P4) activities as required
- Ensure key support information such as emergency contact lists is kept up to date
- Provide ‘Out of Hours' Standby and On-Call Support to Major Incident Management on a Rota basis
About you
- Experience of working in a complex, fast-paced organisation
- Excellent communication skills, both verbally and in writing, with an ability to clearly explain problems to both a technical and non-technical audience
- Self-starter with an ability to plan and prioritise workload and demands to meet deadline
- Takes personal ownership to deliver excellent customer service to both internal and external customers
- Practical experience within Problem Management
- Knowledge of Risk Management
- ITIL accreditation is preferred but not essential
- Previous team leader experience is desirable
Our recruitment and selection process has been developed to ensure that it is consistent, fair and provides equality of opportunity - all selection decisions are based solely on technical and behavioural competencies. We do not discriminate on the grounds of race, colour, or nationality, ethnic or national origins, sex, gender reassignment, sexual orientation, marital or civil partnership status, pregnancy or maternity, disability, religion or belief, age or any other current or future protected characteristic as defined in the current Equality Act of England and Wales. As an organisation we also promote an environment which encourages diversity of characteristics and thought, where you feel included, safe and confident to be the best version of yourself and do your best work every day.
You may have experience in the following: Major Incident Coordinator, IT Incident Manager, Service Desk Manager, ITIL Incident Manager, Crisis Manager, Technical Support Manager, Problem Manager, etc.
REF-215 787