Major Incident Manager

hackajob is collaborating with OneAdvanced to connect them with exceptional tech professionals for this role.

Role Introduction

Oversee and manage major incidents for customers, ensuring all necessary communication is carried out, coordinating and aligning all necessary resources to allow timely resolution of major incidents and maintaining customer satisfaction in the execution of our services to resolve major incidents.

What You Will Do

1. Facilitate the recovery of all P1/P2 incidents with appropriate reporting and notifications to key stakeholders.
2. Manage persistent incidents from trend analysis and or management escalations.
3. Ensure key performance indicators are measured for Major Incidents, Requests, Problems and Knowledge Management and report trends of process maturity levels and tool adoption.
4. Align and deliver targets set out by Executive Management team.
5. Ownership of the major incident lifecycle to satisfactory resolution as confirmed by Service Management.
6. Proactively manage major incidents to satisfactory resolution in a timely manner, ensuring minimal business impact, and initiate escalation procedure as appropriate.
7. Manage the Major Incident SLAs, Key Performance Indicators where appropriate, with accurate reporting to key stakeholders.
8. Understand and appreciate the impact of major incidents on SLA targets, allowing prioritisation and direction.
9. Manage post mortems for all major incidents to a satisfactory conclusion.
10. Maintain and improve major incident data and reporting for processes owned within ITSM.
11. Produce MIRS and performance reporting showing levels of maturity for the major incident management process and tool adoption.
12. Provide timely reporting to management of MIM KPI Dashboard reporting.

What You Will Have

• Excellent relationship management skills with the ability to build a ‘one team’ mentality.
• Excellent written and oral communication skills; calm, polite and professional.
• Demonstrable experience of conflict management.
• Demonstrable experience of managing customer expectations and priorities.
• Service oriented, adaptable and resilient.
• Results oriented with personal accountability.
• Excellent attention to detail, quality and control.
• Analytical thinker with the ability to define and present information (e.g. KPIs and performance metrics).
• Excellent interpersonal skills including listening, building rapport and an awareness of internal and external issues.

What We Do For You

Wellbeing focused – Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral.

• Annual Leave – 25 days of annual leave, plus public holidays and the ability to buy additional days.
• Employee Assistance Programme – Free advice, support, and confidential counselling available 24/7 through Care First.
• Endometriosis Friendly Employer – We are proud to confirm our commitment to developing an environment and culture that allows those with endometriosis to thrive in the workplace.

Personal Growth – Regardless of where you are at in your career, we’re committed to enabling your growth personally and professionally.

• Development Programmes – From Future Managers to Leadership Training, our development programmes help you get where you need to go.
• Performance Bonus – Our Group-wide bonus scheme enables you to reap the rewards of your success.

Financial wellbeing – We understand as well as your mental wellbeing, your financial wellbeing is really important.

• Pension Scheme – Our plan with Scottish Widows offers 5% matched contribution by the company.
• Income protection insurance – Providing you with support and assistance when you need it most.
• Discounted Parking – We have partnered with QPark to provide an exclusive discounted rate for OneAdvanced employee\’s when purchasing a digital season tickets.

Recognition – Highlighting and rewarding the great work our people do.

• Performance & Talent – Our own technology platform that allows you to get real-time feedback, conversations and goals to help you become your best self.

Making a Difference – we provide opportunities to help our people make a difference to the causes they care about.

• MatchIt! – Fundraise for a cause close to your heart and Advanced will match part of the funding.
• Volunteering Time – Our volunteering leave scheme allows you to use your time to help those who need it.
• Pennies from Heaven – donate the pennies from your paycheck to help make a difference without lifting a finger.

Who We Are

OneAdvanced is one of the UK\’s largest providers of business software and services serving 20,000+ global customers with an annual turnover of £330M+. We manage 1.5 million 111 calls per month, support over 2 million Further Education learners across the UK, handle over 10 million wills, and so much more. Our mission is to power the world of work and, as you can see, our software underpins some of the UK\’s most critical sectors.

We invest in our brilliant people. They are at the heart of our success as we strive to be a diverse, inclusive and engaging place to work that not only powers the world of work, but empowers the growth, ambitions and talent of our people.

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