Job Description
Major Incident Manager (Mon-Fri days 8.30am - 5pm)\n\nContract\n\n3 days a week In Reading/Rest from home\n\nJoin our team and lead the way in managing critical incidents, ensuring smooth operations and uninterrupted service delivery. As a Major Incident Manager, you'll provide leadership and direction during Disaster Recovery, Business Continuity, P0, P1, P2, and VIP incidents, guiding our partners to maintain absolute control while following incident management processes.\n\nKey Responsibilities of the Major Incident Manager include:\n\nLead Disaster Recovery and major incidents (P0, P1, P2, and VIP) with a focus on maintaining overall incident perspective.\nEnsure the correct prioritization of incident impact and drive results through effective cross-functional collaboration.\nGuide partners to meet SLA/KPI performance targets, ensuring continuous improvement.\nFacilitate clear communication and escalation processes during high-priority incidents.\nProactively monitor incident resolution, analyzing trends and root causes, and working closely with the MIM lead, Service Assurance, and support teams.\nOversee the production of Post Incident Reports within agreed SLAs and assist with Problem Management review sessions.\nPublish daily operational incident reports covering P0, P1, and P2 incidents.\nServe as the Single Point of Contact (SPOC) for business and customer escalations relating to high-profile events.\nAct as the escalation point for internal issues within the wider team.\nChampion quality standards and ensure compliance with Service Assurance processes across all operational teams. \n\nThe successful Major Incident Manager will have:\n\nITIL Experience\nExperience of ICT / and Mobile Network Technologies.\nExtensive experience in a fast-paced Operations environment working within an ITIL framework with a solid understanding of the Incident Management process.\nStrong analytical capabilities, highly organised and excellent relationship management skills.\nEnergetic and pro-active with a "can-do" attitude.\nExperience of ITSM tool sets, preferably BMC Remedy.\nProven ability to engage and communicate with senior stakeholders and support teams across any number of business functions.\nRational and calm under pressure.
\n\nTo apply for the Major Incident Manager please send your CV to (url removed)\n\nProject People is acting as an Employment Business in relation to this vacancy