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For Companies At a Glance
- Tasks: Lead Critical and Major Incidents from detection to resolution, ensuring effective communication.
- Company: Join M&S, a dynamic and inclusive retailer committed to exceptional quality and service.
- Benefits: Enjoy 20% discount, competitive holidays, bonuses, and wellbeing support.
- Why this job: Be part of a transformative team making waves in retail with a focus on innovation.
- Qualifications: Experience in ITIL-based Incident Management and coordinating technical teams under pressure.
- Other info: Work in a 24/7 environment with opportunities for personal and professional growth.
The predicted salary is between 36000 - 60000 £ per year.
Everyone is welcome at M&S. No exceptions. It’s your background, abilities and differences that make you, uniquely you. And when you’re part of M&S, that individuality has the potential to make waves.
Summary
The Major Incident Manager will lead Critical and Major Incidents from detection through to resolution and post-incident review. This role will coordinate Problem Investigations and track the delivery of Problem resolution plans to reduce the likelihood of repeat Incidents. This role will provide a rapid and highly effective response when Critical or Major Incidents occur, ensuring business impact analysis is completed, adopting the correct Incident response model, and then confidently leading the communication, escalation and collaboration between cross-functional teams and suppliers to restore normal service operation as quickly as possible.
What’s in it for you
- 20% colleague discount across all M&S products and many of our third-party brands for you and a member of your household after completing your probationary period.
- Competitive holiday entitlement with the potential to buy extra holiday days.
- Discretionary bonus schemes awarded based on how you achieve your personal objectives and our performance as a business.
- A generous Defined Contribution Pension Scheme and Life Assurance.
- A dedicated welcome to our teams with a tailored induction and a wide range of training programmes to develop your skills.
- Amazing perks and discounts via our M&S Choices portal to maximise your financial and personal wellbeing.
- Industry-leading parental, adoption and neonatal policies, providing support and flexibility for your family.
- Access to a fantastic range of wellbeing support for all colleagues including access to our 24/7 Virtual GP and PAM Assist to support you and your family.
- A charity volunteer day to support a charity or cause you’re passionate about through a dedicated day away from work.
What you’ll do
- Operate within a 24/7 shift and On Call environment.
- Take ownership of Critical and Major Incidents, leading them from detection through to resolution and post-incident review.
- Provide immediate and effective leadership during Critical and Major Incidents, escalating as required and guiding cross-functional teams and third-party suppliers in restoring service as quickly as possible.
- Provide clear and timely communication to stakeholders, including senior leadership that meets their communication requirements, effectively managing expectations, instilling confidence in the Major Incident process and team.
- Lead a highly structured approach that ensures that all parties are coordinated effectively and work efficiently to restore service as quickly as possible.
Who you are
- Demonstrable experience in leading Critical and Major Incidents in complex environments, with a strong understanding of ITIL-based Incident Management.
- Proven ability to coordinate cross-functional technical teams and third-party suppliers during high-pressure situations.
- Strong knowledge of Problem Management, including root cause analysis and developing effective resolution plans.
- Solid technical knowledge of IT infrastructure, application support, and network operations, with a clear understanding of how these components interact, and typical technical issues that may cause high-severity incidents.
- Experience working with IT Service Management (ITSM) tools and platforms, including ServiceNow / BMC Helix, and with a good understanding and experience of Major Incident Workbenches, collaboration enablers and AIOps.
- Experience working with monitoring and Event tools and platforms such as PagerDuty, Netcool, HPTemip.
Marks & Spencer strives to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make change happen. We are committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best.
Major Incident Manager - Salford, Greater Manchester employer: Marks & Spencer
Contact Detail:
Marks & Spencer Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Major Incident Manager - Salford, Greater Manchester
✨Tip Number 1
Familiarise yourself with ITIL principles, especially around Incident Management. Understanding these frameworks will not only help you in interviews but also demonstrate your commitment to the role.
✨Tip Number 2
Network with professionals in the field of Major Incident Management. Attend relevant industry events or join online forums to connect with others who can provide insights and potentially refer you to opportunities.
✨Tip Number 3
Prepare for situational questions by thinking through past experiences where you've successfully managed critical incidents. Be ready to discuss your approach and the outcomes to showcase your leadership skills.
✨Tip Number 4
Research Marks & Spencer's recent initiatives and challenges in their IT operations. Tailoring your knowledge about the company’s current landscape can give you an edge during discussions with hiring managers.
We think you need these skills to ace Major Incident Manager - Salford, Greater Manchester
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in managing Critical and Major Incidents. Use specific examples that demonstrate your leadership skills and familiarity with ITIL-based Incident Management.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention how your background aligns with M&S's values and the specific requirements of the Major Incident Manager position.
Showcase Technical Knowledge: Emphasise your technical knowledge of IT infrastructure and application support. Include any experience with IT Service Management tools like ServiceNow or BMC Helix, as well as monitoring tools such as PagerDuty.
Highlight Communication Skills: Since the role requires clear communication with stakeholders, provide examples of how you've effectively communicated during high-pressure situations. This will demonstrate your ability to manage expectations and instil confidence.
How to prepare for a job interview at Marks & Spencer
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Major Incident Manager. Familiarise yourself with incident management processes, ITIL principles, and how to lead cross-functional teams during critical situations.
✨Showcase Your Experience
Prepare to discuss your previous experiences in managing major incidents. Highlight specific examples where you successfully led a team through a crisis, focusing on your problem-solving skills and ability to communicate effectively under pressure.
✨Demonstrate Technical Knowledge
Brush up on your technical knowledge related to IT infrastructure and application support. Be ready to discuss how different components interact and the common issues that can lead to high-severity incidents.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your decision-making and leadership skills during a major incident. Practice articulating your thought process and the steps you would take to resolve such incidents efficiently.
