About The Role
FDM is a global business and technology consultancy seeking a Major Incident Manager to work for our client within the Defence sector. This is initially a 6-month contract with the potential to extend.
Our client is looking for an experienced individual who will be accountable for the development and delivery of a high-quality major incident process to be consistently delivered across the client’s estate.
You will lead the implementation of the process and supporting systems, ensuring you have a strategy and roadmap for evolving their operational processes and capability.
Responsibilities
* Design, implement and improve the Major Incident Management process and governance framework
* Support the Senior Incident and Problem Manager with the strategy and roadmap for evolving operational processes and capability
* Ensure the maturity of the Major Incident team in controlling major incidents to resolution, providing live support where needed
* Ensure regular communication is sent regarding incident status
* Be responsible for senior management and stakeholder communications
* Ability to prioritise multiple high priority issues at any given time without sacrificing SLA commitments
* Review and sign off the completion of the major incident reviews for all high severity incidents
* Build strong relationships with the business areas and technology teams to enable fast engagement and support during major incidents
* Gather data and generate reports within ITSM (IT Service Management) tool to provide trending of incidents
* Line management for members of the Major Incident team
* Engage and support new IT Demand being onboarded to Service Operations through to completion
* Provide “Out of Hours” Major Incident support
About You
Requirements
* Experience in Incident Management or a similar role within IT Service Management
* Knowledge of ITIL frameworks and best practices within Incident Management
* Able to analyse incident data to identify trends and insights for process improvements
* Excellent communication and interpersonal skills
* Experience in managing relationships with internal and external stakeholders, particularly in high-pressure situations
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