At a Glance
- Tasks: Lead and manage high-impact IT incidents, ensuring swift resolution and effective communication.
- Company: Join a leading UK utility company focused on critical business services.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Dynamic role with a focus on continual improvement and stakeholder engagement.
- Why this job: Make a real difference by resolving major incidents and improving IT service reliability.
- Qualifications: 6-10 years of experience in Major Incident Management and strong ITIL knowledge.
The predicted salary is between 60000 - 75000 € per year.
We are hiring an IT Major Incident Manager (MIM) responsible for coordinating, managing, and resolving high-impact IT incidents that disrupt critical business services. Their job is to restore service as quickly and safely as possible while maintaining strong communication with technical teams and stakeholders. This role is for a UK based Utility company and hence demands a highly experienced Major Incident Manager. The candidate will also perform the Incident and Change Analyst role when there are no Major Incidents.
Your responsibilities:
- Major Incident Manager
- Lead the response to P1 / high-severity incidents.
- Bring together cross-functional technical teams to diagnose and resolve issues.
- Ensure the incident is worked on 24/7 until resolved, if required.
- Communication & Stakeholder Management
- Send communications (text and email) to all stakeholders within 15-20 minutes.
- Provide timely updates to leadership, business owners, and customers.
- Run war rooms / bridge calls.
- Document timeline, progress, risks, and expected resolution times.
- Root Cause & Post-Incident Activities
- Ensure incident reports (RCA / PIR) are created.
- Facilitate deep-dive reviews to identify root cause and preventive actions.
- Track follow-up actions with respective teams.
- Process Governance
- Maintain and improve the Major Incident Management (MIM) process.
- Work closely with Problem, Change, and Service Desk teams.
- Monitor SLAs and KPIs (MTTR, number of P1s, etc.).
- Prevention & Continual Improvements
- Drive initiatives to reduce repeat incidents.
- Analyze incident trends to improve service reliability.
- Change Analyst
- Review all changes on a daily basis, ensuring high quality and completeness of changes by coordinating with the requestor and technical SMEs.
- Assist Change manager during CAB meetings.
Your Profile:
- Strong technical understanding of IT infrastructure and applications.
- Excellent communication and stakeholder management.
- Ability to stay calm under pressure.
- Analytical thinking and problem-solving mindset.
- Experience with ITIL frameworks (especially Incident, Problem, Change).
Essential skills/knowledge/experience:
- Have worked as a Major Incident Manager for at least 6-10 years.
- Knowledge of other ITIL processes like Change management, Problem management, etc.
- Flexible to perform change manager/analyst role in case of no Major Incidents during the shift.
- Typing speed of at least 45 WPM.
- Good in process documentation.
- Good understanding of IT infrastructure and applications.
- Excellent communication skills (written and verbal).
- Ability to work under pressure in a highly demanding environment.
- Expertise in ServiceNow and MIM workbench.
Desirable skills/knowledge/experience:
- ITIL V3 foundation certified.
- Knowledge of Problem Management, BCP/DR, Reporting, Availability, Capacity, Continual service improvement.
Major Incident Manager and Incident/ Change Analyst in Wokingham employer: Gazelle Global
Join a leading UK-based utility company that prioritises employee growth and development, offering a dynamic work culture where collaboration and innovation thrive. As a Major Incident Manager, you will play a crucial role in ensuring service reliability while benefiting from comprehensive training programmes and a supportive environment that values your contributions. With a focus on continual improvement and a commitment to excellence, this is an exceptional opportunity for those seeking meaningful and rewarding employment in the IT sector.
StudySmarter Expert Advice🤫
We think this is how you could land Major Incident Manager and Incident/ Change Analyst in Wokingham
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT field, especially those who work in incident management. A friendly chat can lead to insider info about job openings that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by practising common scenario-based questions. Think about how you’d handle high-severity incidents and communicate with stakeholders. We want you to shine when it comes to showcasing your problem-solving skills!
✨Tip Number 3
Don’t forget to follow up after interviews! A quick thank-you email can keep you fresh in the interviewer's mind. Plus, it shows your enthusiasm for the role, which is always a bonus.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Major Incident Manager and Incident/ Change Analyst in Wokingham
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Major Incident Manager role. Highlight your experience with ITIL frameworks and any relevant incidents you've managed. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of how you've successfully managed high-severity incidents and communicated with stakeholders.
Showcase Your Communication Skills:Since communication is key in this role, make sure your written application reflects your excellent communication skills. Keep it clear, concise, and professional – we want to see that you can convey information effectively!
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Gazelle Global
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL knowledge, especially around Incident, Problem, and Change Management. Be ready to discuss how you've applied these frameworks in real-life scenarios, as this will show your depth of understanding and experience.
✨Prepare for High-Pressure Situations
Since the role involves managing high-severity incidents, think of examples where you've successfully handled pressure. Prepare to share specific instances where you coordinated teams under tight deadlines and how you maintained communication with stakeholders.
✨Master Your Communication Skills
Communication is key in this role, so practice articulating your thoughts clearly and concisely. Be prepared to demonstrate how you would send timely updates to stakeholders and lead war room discussions during a major incident.
✨Showcase Your Analytical Mindset
Be ready to discuss how you've approached root cause analysis and post-incident reviews in the past. Highlight any initiatives you've driven to prevent repeat incidents and improve service reliability, as this will showcase your proactive approach.
