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- Tasks: Lead and manage Major Incident processes to ensure swift service restoration.
- Company: Join a dynamic IT Service Operations Team in Leighton Buzzard.
- Benefits: Enjoy a collaborative work environment with opportunities for professional growth.
- Why this job: Make a real impact by improving incident management and service quality.
- Qualifications: 3 years in ITIL roles, with 2 years in Major Incident Management required.
- Other info: Be the go-to person for high-profile incidents and drive team success.
The predicted salary is between 43200 - 72000 £ per year.
We are looking for an IT Major Incident Manager to join our IT Service Operations Team in Leighton Buzzard. You will develop, lead, champion and govern effective Major Incident management resulting in the provision of stable and robust services to the business. Your focus is to develop a Major Incident management Process that delivers a consistent, repeatable, and robust framework to respond to, assess and understand incidents and ensure an effective response which delivers an expedient and safe restoration of service.
Responsibilities:
- Define, develop and communicate the practices and processes necessary for effective Major Incident Management.
- Providing leadership and direction during Disaster Recovery, Business Continuity, P1 & P2 incidents.
- Accountable for the triage and subsequent prioritisation of Incidents.
- Accountable for driving results and coaching partners to achieve SLA/KPI performance by focusing on effective cross functional team collaboration.
- Coordinating/facilitating the communication process as well as the escalation process during all Disaster Recovery, Business Continuity, P1 and P2 incidents.
- Proactively monitoring incident resolution, analysing, and highlighting trends and root causes to the MIM lead, Service Assurance teams and/or relevant support teams.
- Ensuring our colleagues and partners produce clearly written Post Incident reporting within agreed SLAs, assisting with Problem Management initiated review sessions where possible.
- Compiling and publishing daily operational incident reports detailing all P1 and P2 incidents.
- SPOC (Single Point Of Contact) for Business and Customer escalations relating to high profile events.
- Champion quality standards and Service Assurance processes ensuring compliance across all operational teams.
- Scheduling and Chairing of Post Incident Reviews and publishing Major incident reports.
- Governance and publication of Major Incident KPI’s and metrics.
Skills and Qualifications:
- Strong understanding of ITIL principles and best practices.
- Minimum 3 years’ experience in an ITIL process role, 2 years associated with Major Incident Management.
- Experience developing best practice processes, policies and procedures for functional area.
- Experience producing Executive level summaries and reports to a high standard.
- Experience of working effectively in a fast-paced, dynamic environment.
- Demonstrable experience in working independently and prioritising tasks effectively to meet deadlines.
Personal Attributes:
- Adept in dealing with and influencing multi-tier management.
- Proficient engaging and building successful relationships with stakeholders of the Major Incident management process, including senior management.
Major Incident Manager employer: TN United Kingdom
Contact Detail:
TN United Kingdom Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Major Incident Manager
✨Tip Number 1
Familiarise yourself with ITIL principles and best practices, as they are crucial for the Major Incident Manager role. Consider obtaining relevant certifications or attending workshops to deepen your understanding and demonstrate your commitment to the field.
✨Tip Number 2
Network with professionals in the IT Service Operations field, especially those who have experience in Major Incident Management. Attend industry events or join online forums to exchange insights and potentially gain referrals that could help you land the job.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed incidents in the past. Highlight your leadership skills and ability to work under pressure, as these are key attributes for the role.
✨Tip Number 4
Research StudySmarter's current projects and initiatives related to Major Incident Management. Being knowledgeable about our operations will allow you to tailor your discussions and show genuine interest during interviews.
We think you need these skills to ace Major Incident Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in ITIL processes and Major Incident Management. Use specific examples that demonstrate your ability to lead and manage incidents effectively.
Craft a Compelling Cover Letter: In your cover letter, express your passion for IT Service Operations and detail how your skills align with the responsibilities outlined in the job description. Mention your experience with disaster recovery and business continuity.
Showcase Your Leadership Skills: Emphasise your leadership abilities in both your CV and cover letter. Provide examples of how you've successfully led teams during high-pressure situations and how you’ve driven results in previous roles.
Highlight Communication Skills: Since the role involves coordinating communication during incidents, make sure to highlight your strong communication skills. Include examples of how you've effectively communicated with stakeholders and managed escalations in past experiences.
How to prepare for a job interview at TN United Kingdom
✨Understand ITIL Principles
Make sure you have a solid grasp of ITIL principles and best practices, as they are crucial for the Major Incident Manager role. Be prepared to discuss how you've applied these principles in your previous roles.
✨Showcase Leadership Skills
Highlight your experience in leading teams during high-pressure situations, such as Disaster Recovery or Business Continuity incidents. Share specific examples where your leadership made a difference in incident resolution.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to prioritise incidents. Think of past experiences where you successfully triaged incidents and how you communicated with stakeholders.
✨Emphasise Communication Skills
As a Major Incident Manager, effective communication is key. Be ready to demonstrate how you've facilitated communication during incidents and how you ensure all parties are informed and engaged throughout the process.
