Major Incident Manager (Technical Service Desk)
Location: Hybrid (2 days per week in Leeds site or co-located with our customer in the Manchester site)
Required on a rota basis to cover with a Shift Pattern covering 24/7/365 rotating shifts (usually at least 1 week in every 4).
Security clearance (SC) eligible.
Degree in Computer Sciences or equivalent experience.
Overview: You will be part of the Technical Service Desk, which serves as the single point of contact (Level 1 Support) for technical queries and issues raised via the Contact Centre or directly by Relying Parties (other Government Departments and supporting 3rd parties). The Technical Service Desk also provides Level 2 Support to investigate, diagnose, monitor, and resolve alerts and incidents, escalating as necessary to the wider support model.
As a Major Incident Manager (MI), you will standardize and improve our Service Management structure and governance framework and support the delivery of service to key clients in the Secure Government Services business. You will lead major incident resolution, orchestrate cross-functional efforts, and ensure efficient incident response to minimise downtime and maintain service quality.
Incident Management:
Lead the major incident response process across technical teams, support functions, and management for efficient resolution and minimal service disruption.
Communication and Stakeholder Management:
Manage the escalation process based on severity and impact, engaging senior management and executives as needed.
Post-Incident Analysis:
Lead post-incident reviews and root cause analyses to identify underlying issues.
Maintain detailed incident records including timelines, actions, resolutions, and lessons learned to improve processes and facilitate reporting and analysis.
Continuously evaluate and enhance the major incident management process, incorporating industry best practices and lessons learned.
Training and Upskilling:
Conduct training sessions and simulations to prepare incident response teams.
Act as the Major Incident Management SME, setting processes, standards, and governance.
Support the onboarding of new/updated services and undertake necessary training.
Actively network and collaborate to deliver high-impact change safely into the live environment.
Provide on-call rota cover for Major Incident Management.
At least 3 years of experience in IT incident management, with significant focus on major incidents.
Strong understanding of incident management principles, processes, and best practices.
Analytical mindset with the ability to conduct post-incident analysis.
Ability to work flexible hours and participate in on-call rotations.
ITIL V3 Certification (Desirable).
ITIL V4 Certification (Preferred).
Dedication to high quality standards.
Analytical and creative problem-solving.
Fluency in written and spoken English.
If you have expertise and a passion for incident management in secure government environments, we encourage you to apply.