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- Tasks: Lead the resolution of major incidents, ensuring timely updates to customers and stakeholders.
- Company: Join a cutting-edge tech company focused on delivering exceptional customer service in crisis management.
- Benefits: Enjoy flexible working options, professional development opportunities, and a collaborative team culture.
- Why this job: Be at the forefront of incident management, making a real impact while working with innovative technology.
- Qualifications: 6+ years in crisis management, strong communication skills, and experience with ITIL processes required.
- Other info: Ideal for those who thrive under pressure and want to develop their leadership skills.
The predicted salary is between 48000 - 72000 £ per year.
Role description: This role will have a significant impact on the management of major incidents, ensuring timely restoration and effective communication with customers.
Key responsibilities:
- Accountable for the successful and timely restoration of all Major Incidents assigned, keeping the business and customers updated.
- Assemble, collaborate with, and manage cross-organizational teams during incident resolution.
- Support accurate and consistent maintenance of technical and management escalation processes.
- Provide support and effective communication during customer outages.
- Conduct event analysis using the ITIL framework to assess severity and impact.
- Facilitate resolution efforts and determine when to engage additional resources if progress stalls, in coordination with stakeholders.
- Engage escalation management resources as needed.
- Manage customer and internal communications at an executive level.
- Conduct post-event analysis leveraging ITIL problem management processes and collaborate with engineering to prevent recurrence.
- Manage and report ongoing CritSit metrics.
Key skills/knowledge/experience:
- Minimum of 6+ years' experience in critical/crisis management for technical customer escalations.
- Good understanding of ServiceNow ITSM platform and ITIL processes.
- Excellent verbal and written communication skills.
- Ability to communicate confidently and clearly across all organizational levels via conference calls, meetings, and email.
- Strong organizational skills to manage multiple tasks simultaneously.
- Customer-focused, proactive, and able to take ownership.
- Ability to craft appropriate communications for affected operational groups and manage incident conference calls.
- Extensive experience supporting and managing technical environments with demonstrated leadership in fast-paced situations.
- Technical literacy with the ability to articulate issues to engineers and executives.
- Crisis management skills: setting priorities, managing multiple threads, reflecting current status, and driving towards resolution.
- Calmness under stress.
- Team player with influential skills and good cross-functional relationships.
- Excellent project management skills with experience managing cross-team projects requiring influence.
Major Incident Manager employer: Avance Consulting
Contact Detail:
Avance Consulting Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Major Incident Manager
✨Tip Number 1
Familiarise yourself with the ITIL framework and ServiceNow ITSM platform, as these are crucial for the Major Incident Manager role. Consider taking online courses or certifications to deepen your understanding, which will not only boost your confidence but also demonstrate your commitment to potential employers.
✨Tip Number 2
Network with professionals in the field of incident management. Attend industry events, webinars, or local meetups to connect with others who have experience in crisis management. This can provide you with valuable insights and potentially lead to job referrals.
✨Tip Number 3
Prepare for interviews by practising your communication skills, especially in high-pressure scenarios. Role-play common incident management situations with a friend or mentor to refine your ability to articulate your thought process and decision-making under stress.
✨Tip Number 4
Showcase your leadership and organisational skills by discussing specific examples from your past experiences where you successfully managed incidents. Be ready to explain how you prioritised tasks, communicated with stakeholders, and drove teams towards resolution during critical situations.
We think you need these skills to ace Major Incident Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in crisis management and technical customer escalations. Use specific examples that demonstrate your ability to manage major incidents and communicate effectively across all levels.
Craft a Compelling Cover Letter: In your cover letter, emphasise your understanding of the ITIL framework and your experience with the ServiceNow ITSM platform. Discuss how your skills align with the responsibilities of the Major Incident Manager role and how you can contribute to the company's success.
Showcase Communication Skills: Since excellent communication is key for this role, provide examples in your application that showcase your verbal and written communication skills. Mention any experience you have in managing communications during customer outages or leading incident conference calls.
Highlight Leadership Experience: Demonstrate your leadership abilities by detailing your experience in managing cross-organizational teams during incident resolution. Include specific instances where you successfully facilitated resolution efforts and engaged additional resources when necessary.
How to prepare for a job interview at Avance Consulting
✨Showcase Your Crisis Management Experience
Be prepared to discuss specific examples from your past roles where you successfully managed critical incidents. Highlight your ability to stay calm under pressure and how you prioritised tasks to achieve timely resolutions.
✨Demonstrate Your Communication Skills
Since this role requires excellent verbal and written communication, practice articulating complex technical issues clearly. Be ready to explain how you've effectively communicated with both technical teams and executive stakeholders in previous situations.
✨Familiarise Yourself with ITIL and ServiceNow
Brush up on your knowledge of the ITIL framework and the ServiceNow ITSM platform. Be prepared to discuss how you've applied these methodologies in your past work, particularly in managing major incidents and conducting post-event analyses.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and decision-making process during a crisis. Think about how you would handle various incident scenarios and be ready to explain your thought process and actions.
