Major Incident Manager

Working for a major telecoms company, Major Incident Management plays a critical role within the wider their Service Management function providing on-site Major Incident Management resource 24x7, 365 days of the year, working alongside the Incident Management, Service Desk and off-shore Front Office ICT and Network operations functions.

The Major Incident Management Team works on a shift pattern that offers flexibility to the business, while providing team members with valuable access to on-site management, project and technical teams. This allows the team to grow in experience and gain exposure to other areas of the business. An overall flexibility to shift work is a necessity in this role. Further details of the shift pattern are available upon request.

The team of 6 Major Incident Managers report into the Incident Management Team Manager, and have line management responsibilities for the 6 Shift based Incident Managers. Major Incident Managers are responsible for the management of all Critical Priority incidents against agreed SLAs, whilst fully supporting the Incident Management and Service Desk teams where necessary.

Responsibilities and skills required by this role:

• Provide leadership and direction during Disaster Recovery, Business Continuity, Critical, and VIP incidents. Demonstrate absolute command and control, whilst maintaining an overall incident perspective and ensuring the Incident Management processes are followed.
• Deliver results and achieve SLA/KPI performance by focusing on effective cross functional team working.
• Co-ordinate/facilitate the communication process as well as the escalation process during the course of all Disaster Recovery, Business Continuity, Critical, and VIP incidents.
• Proactively monitor incident resolution, analyse and highlight trends and root causes to Problem Management and/or relevant support teams.
• Produce clearly written Post Incident reporting within agreed SLAs, and lead Post Incident Review sessions where appropriate.
• Compile and publish weekly/monthly operational incident reports.
• 24/7 SPOC (Single Point Of Contact) for Business and Customer escalations relating to high profile events.
• Escalation point for internal escalations from Operations Management, and wider Service Management community.
• Act as the OOHs (Out Of Hours) Change Manager for Latent Changes to facilitate fault fixes.
• Champion quality standards and Service Management processes ensuring compliance across all operational teams.

Must Have Requirements:

• Extensive experience in a fast-paced Operations environment working within an ITIL framework with a solid understanding of the Incident Management process.
• Strong analytical capabilities, highly organised and excellent relationship management skills.
• Energetic and pro-active with a "can-do" attitude.
• Experience of ITSM tool sets, preferably BMC Remedy.
• Proven ability to engage and communicate with senior stakeholders and support teams across any number of business functions.
• Rational and calm under pressure.

Nice to Have:

• ITIL Qualifications.
• Degree Level Qualification.
• Experience of ICT / and or Mobile Network Technologies.