Major Incident Manager - Leighton Buzzard, United Kingdom - Connells Group HQ

Connells Group HQ

Verified Company

Leighton Buzzard, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Title:
Major Incident Manager

Location:
Leighton Buzzard

Working hours: 9:00am to 5:30pm Monday to Friday

As a Major Incident Manager within IT, you will provide leadership and direction during Disaster Recovery, Business Continuity, P1 & P2 incidents.

Ensuring our partners demonstrate absolute command and control, whilst maintaining an overall incident perspectiveand ensuring the Incident Management processes are followed.

Responsibilities:

Providing leadership and direction during Disaster Recovery, Business Continuity, P1 & P2 incidents.
Ensuring our partners demonstrate absolute command and control, whilst maintaining an overall incident perspective and ensuring the Incident Management processes are followed
Accountable for the correct Prioritisation of incident impact.
Accountable for driving results and coaching partners to achieve SLA/KPI performance by focusing on effective cross functional team working
Coordinating/facilitating the communication process as well as the escalation process during all Disaster Recovery, Business Continuity, P1, P2 incidents
Proactively monitoring incident resolution, analysing, and highlighting trends and root causes to the MIM lead, Service Assurance teams and/or relevant support teams
Ensuring our colleagues and partners produce clearly written Post Incident reporting within agreed SLAs, assisting with Problem Management initiated review sessions where possible
Compiling and publishing daily operational incident reports detailing all P1 and P2 incidents
SPOC (Single Point Of Contact) for Business and Customer escalations relating to high profile events
Champion quality standards and Service Assurance processes ensuring compliance across all operational teams.
Producing Major Incident Reviews and Reports

Skills and Qualifications:

ITIL V3 Foundation (ideally)
Excellent communication/ relationship building skills.
Excellent written and verbal communication and presentational skills
Must be a selfstarter, proactive and highly organised
Proven ability to achieve results through effective management of service and technical expertise
Excellent problem solving and decision making skills
Strong customer focus
Ability to work effectively under pressure
A practical and logical approach to problem management

**About us