Job Description We're looking for a Major Incident Manager to join us in Hove You'll play a key role in supporting the Senior Major Incident Manager in the delivery of the IT Operations Centre and Services to the whole of L&G, with a strong focus on the Incident Management process. You'll also be responsible for the management, co-ordination and communication of all High Priority incidents (P1 & P2) impacting L&G, ensuring they are resolved within the agreed SLAs and KPIs What you'll be doing: Supporting the Senior Major Incident Manager on a 24 x 7 days / on-call round the clock rota for the delivery of the Operations Centre Services to the business customers, providing stability and adherence to agreed service SLAs / KPIs across Service Acting as the interface between L&G and 3rd Party Suppliers during Major Incidents and having end-to-end responsibility for the management, communication, escalation, investigation and resolution, ensuring business/customer updates are timely and of sufficient quality, arranging discussions and updates as required Working closely with the Business Unit ITSMs to assist them with timely updates on Incidents for onward communication to the Business Communities and being the primary contact for all follow-up incident questions Working with Problem Management to document post-incident recovery steps (via a PIR) in order to establish Root Cause, aid in Process improvements, identify deviations and enable creation of a Knowledge Base/Known Error Database (KEDB) Working with Service Desk and Level 2 Incident Management Resolver Team(s) to ensure that service achieves the defined performance targets Continually working to build effective, positive working relationships with both our Service Partners and the wider IT communities, to enable us to deliver a fantastic customer service and be viewed as a single, valued IT partner Contributing to the success (Departmental OKRs) of Service Operations (Major Incident, Problem, Availability, Event and Knowledge Management) activities within the team, and undertaking Continual Service Improvements as a day-to-day activity