Major Incident Manager in Birmingham

Job Location: Wakefield, Birmingham, Manchester

Location Flexibility: Multiple Locations in Country

Are you passionate about customer service? Can you enable and drive teams to achieve timely resolution when Major Incidents occur? Do you want to collaborate and achieve together with committed people to manage Major and High Priority incidents in the support of multiple services delivered by Fujitsu? This is your world and your opportunity to shape it for the better.

We are looking for a Major Incident Manager to manage Major or High Priority Incidents to resolution, demonstrating ownership of all aspects of the resolution of the Incident and exceeding customer expectations when delivering the service.

Your Role Will Involve:

• Leading, driving, facilitating, and chairing all investigation activities, meetings, and conference calls
• Ensuring all communications are timely providing key stakeholder management information
• Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed
• Matrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolution
• Being accountable for resolving the outage via workaround or permanent fix
• Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post Major Incident reviews
• Supporting and nurturing service process and knowledge base improvements
• Continually maintaining and developing tools and resources to manage Major Incidents effectively
• Providing periodic Major Incident metrics reports
• Being a role model for the team and openly demonstrate the correct behaviours and practices when managing a Major / High Priority Incident
• Working on a weekly shift pattern between 08:00 and 18:00 either via an office location or home as per FJ Work your way
• Mandatory Participation in our out-of-hours rota providing 24x7 * 365 support whilst receiving TSB and overtime as a result of a call out

Your Experience:

• A proven track record in a customer facing role
• Highly analytical
• Incident Management knowledge and experience demonstrating understanding of both SLA & KPI
• Exceptional written and verbal communication skills
• Able to communicate with senior management and translate a technical issue to business language including immediate impact and risk to business
• Meticulous attention to detail
• Exceptional meeting management skills

We are Fujitsu. A Japanese company with a strong set of values and a history of respecting fairness and equality, whilst promoting diversity and inclusion. We constantly push ourselves to do more and strive to bring together a diverse mix of perspectives and talents in an inclusive environment, where we encourage our people to bring their full self to work. We call this Be Completely You.

We are inclusive. As a responsible business, it is really important to us that we reflect the diversity of our society and customers. Not only are we a Disability Confident company, a Times Top 50 employer for Women and a signatory for the Race at Work Charter, we are also committed to the United Nations standards for LGBT+.

We are people centric. This means we care about our people (and their families) and appreciate that everyone has a life outside of work. By supporting our people to Work Your Way, we empower them to achieve a flexible and respectful approach to work which suits them and our customers best - this could be working hours, location, or a flexible approach to their working day.

Relocation Supported: No

Visa Sponsorship Approved: No