Major Incident Manager - Greater Bristol Area, United Kingdom - Insight Global

Description

Insight Global is looking for a full-time, permanent Senior Incident Manager in Bristol.

Salary: £70k+

Location: Bristol, on site 5 days a week

This role will support a global operations team. This individual will be required to take accountability for any highly visible, complex, and SLA impacting issues that occur across the SaaS service offerings. This person will be the functional process owner for the Incident and Major Incident Management processes. They will also manage the incident process, through taking ownership for matrix managed resources to restore normal service operation as quickly as possible to minimize the impact to service and business operations. Ultimately, they will be accountable for the efficiency and effectiveness of the Service Delivery during the life cycle of the Incident for particular customers, stakeholder and business units. This is a great opportunity for an energetic and self-driven professional who wants to be a part of high impact team.

Responsibilities and Tasks include:

• Coordinating and chairing Major Incident war rooms during a live incident
• Owning the Process governance and adherence - calling out and educating/re-educating on process non-adherence.
• Taking ownership for matrix managed resources to restore normal service operation as quickly as possible to minimize the impact to service and business operations
• Acting as a point of contact for all related communications
• Feed into the monthly Service Reviews, including full summaries of all Major Incidents for the respective month
• Meeting monthly with Service Managers to discuss process shortfall, improvements/new initiatives

Applicants should meet the following qualifications:

• Experience leading major Incident war rooms during live incidents, must be able to take active lead in driving restoration of service
• Hands on experience with deep analysis, root causes, weaknesses, corrective actions etc.
• Experience providing guidance to the various teams with regards to the incident processes
• Experience escalating issues according to priority and severity
• Strong knowledge of Incident Management and Problem Management best practices
• Strong technical background in Databases and Networking and the ability to explain exactly how issues are resolved in a technical sense
• ITILv3 Foundation Certificate or higher

Benefits:

• Highly competitive salary
• Generous bonus scheme
• Equity package
• Competitive company pension
• Employee stock purchase plan (ESPP)
• Private Medical Insurance (Individual or family)
• Life Assurance scheme (up to 4x salary)
• Ample on-site parking