Major Incident Manager
This individual will be responsible for handling unplanned interruptions or degradations of IT services that cause an impact to business operations, directly or indirectly affecting a large number of users and depriving the business of one or more crucial services.
The role operates as part of a rotational shift covering 24/7, including weekends and bank holidays. The person in this position will lead major incidents within their shift, working in a highly transparent environment with frequent contact with Senior Leadership.
Responsibilities:
* Ensure incidents are handled within service level agreement (SLA) timescales.
* Resolve and close major incidents without undue delay.
* Maintain accurate business impact statements, ongoing actions, and detailed recovery plans in the incident management tool.
* Collaborate with Change Management and Problem Management teams.
* Maintain effective communication across technical team members and leadership.
* Coordinate resolution of high-impact major incidents to minimize business disruption.
* Communicate relevant information to the correct audience, considering their competency level.
* Perform real-time investigation and triage of infrastructure alerts.
* Provision user accounts and custom roles on multiple systems.
* Work under the direction of other Project Managers, IT Managers, or Program Managers.
* Interact with internal customers, such as Product Managers, Project Managers, and Business Analysts.
* Collaborate with cross-functional teams globally and across cultural boundaries.
* Apply business impact analysis techniques to evaluate potential changes.
Requirements:
* Excellent written and verbal communication skills in English.
* Experience with data analysis and trending.
* Able to quickly understand sophisticated systems.
* Diligent with ability to follow processes and procedures.
* Ability to adapt to changes in processes and services.
* Rapidly absorb and understand complex technical situations.
* Facilitate conversations with remote groups.
* Maintain calm during stressful situations.
* Handle tasks and time efficiently.
* Find opportunities for improvement within business processes.
* Excellent team contributor with people leadership skills.
* Diplomatic and able to act in complex business environments.