At a Glance
- Tasks: Lead crisis management and resolve major incidents swiftly and effectively.
- Company: Dynamic telecommunications provider with a focus on innovation and teamwork.
- Benefits: Hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Join a supportive team with a passion for technology and continuous improvement.
- Why this job: Be at the forefront of crisis management and make a real difference in operations.
- Qualifications: Experience in Major Incident Management and strong communication skills required.
The predicted salary is between 60000 - 75000 £ per year.
Who You Are
You're a whiz at crisis management, from leading investigations across technical operations; from developer through to satellite network portals. You are sparked by fast pace and thrive under pressure, responding to any problem with speed, calmness, and authority. You can quickly assess the severity of outages to ensure there is minimal impact on operations and possess superb communication skills with the ability to work across organizational boundaries. Finally, you have a passion for driving a knowledge culture, ensuring that lessons learnt are documented and knowledge is dispersed throughout the team.
What You'll Do
- Manage all assigned Major Incidents (MI) to resolution within SLA targets during day and night time.
- Develop a comprehensive understanding of end-to-end (E2E) services, including how the main components of satellite platforms operate, as well as identifying the teams responsible for each segment.
- Build a solid knowledge of the company technical teams organization and build solid interfaces with engineers, managers and directors of technical department, to easily interact and quickly engage the right resources when needed.
- Quickly conduct service impact assessment of the MI, setting the priority and deciding on how the incident will be managed.
- Coordinate and summarize the technical analysis and decisions during war rooms to support the path for the resolution.
- Accountable for the notification, escalation and communication to customer operations and senior management regarding the existence and status of outages and service at risks.
- Contribute to the Post Incident Review (PIR) process: reviewing major incidents, documenting RCA's and lessons learned in a timely manner; and ensuring actions are identified.
- Support, maintain and keep up to date, the Major incident management process, related procedures and the main documentation such as the Scenario Based Priority Matrix and technical/hierarchical escalation list.
- Support the Problem Management process and team with post Incident activities and proactivity in proposing process improvements based on feedback gathered from major stakeholders and team members.
What It Takes
- Experience of implementing and owning Major Incident Management frameworks in a telecommunication service provider.
- Ability to manage the service operations command room during crisis situations, both day and night, including handling multiple incidents within a short timeframe.
- Ability to work under pressure and during long lasting outages.
- Stakeholder management skills and ability to support quick decision making.
- Advanced communication skills in fluent English language, exceptional interpersonal, negotiating and presentation skills with the ability to tailor communication of technical issues to various audiences.
- Ability to influence and communicate effectively with other stakeholders.
- Ability and aptitude to pick up new technologies or procedures.
What We'd Love
- Usage of ITSM tools such as ServiceNow.
- Knowledge of ITIL processes such as Incident, Problem and Change management.
- Understanding of GEO and LEO telecommunications satellite technologies.
Where You'll Be
London, UK. This role includes an on-call rotation shared with two other team members, requiring one week of on-call duty every three weeks. Hybrid working: up to three days per week, subject to manager approval.
Major Incident Manager employer: Job Search Place Limited
As a Major Incident Manager in London, you'll join a dynamic team that thrives on fast-paced challenges and values crisis management expertise. Our company fosters a collaborative work culture, offering hybrid working options and a commitment to employee growth through continuous learning and knowledge sharing. With a focus on innovation and support, we ensure our employees are equipped to handle critical situations while enjoying a rewarding career path.
StudySmarter Expert Advice🤫
We think this is how you could land Major Incident Manager
✨Tip Number 1
Network like a pro! Get out there and connect with folks in the industry. Attend meetups, webinars, or even just grab a coffee with someone who’s already in the role you want. It’s all about making those connections that could lead to your next big opportunity.
✨Tip Number 2
Show off your skills in real-time! If you can, find opportunities to demonstrate your crisis management abilities through mock scenarios or volunteer for projects that require quick decision-making. This will not only boost your confidence but also give you some solid examples to share during interviews.
✨Tip Number 3
Prepare for the unexpected! When you’re going into an interview, think about potential major incidents you might face in the role and how you’d handle them. Being able to articulate your thought process under pressure will impress the hiring team and show you’re ready for anything.
✨Tip Number 4
Don’t forget to apply through our website! We love seeing candidates who are genuinely interested in joining us. Plus, it’s a great way to ensure your application gets the attention it deserves. So, hit that apply button and let’s get the conversation started!
We think you need these skills to ace Major Incident Manager
Some tips for your application 🫡
Show Your Crisis Management Skills:Make sure to highlight your experience in crisis management. We want to see how you've led investigations and managed incidents in high-pressure situations, so share specific examples that demonstrate your ability to stay calm and act quickly.
Know Your Tech Inside Out:Familiarise yourself with the end-to-end services and technical operations relevant to the role. We love candidates who can talk about satellite technologies and ITSM tools like ServiceNow, so don’t shy away from showcasing your technical knowledge.
Communicate Like a Pro:Your communication skills are key! We’re looking for someone who can tailor their message to different audiences. Use your application to show us how you’ve effectively communicated during major incidents and how you’ve kept stakeholders informed.
Emphasise Your Passion for Knowledge Sharing:We value a culture of learning at StudySmarter. Make sure to mention any experiences where you’ve documented lessons learned or contributed to post-incident reviews. Show us how you’ve helped spread knowledge within your team!
How to prepare for a job interview at Job Search Place Limited
✨Know Your Stuff
Make sure you have a solid grasp of the end-to-end services and how satellite platforms operate. Brush up on your knowledge of ITIL processes and be ready to discuss how you've implemented Major Incident Management frameworks in previous roles.
✨Stay Calm Under Pressure
Since this role involves managing crises, practice staying calm and collected when discussing past incidents. Share specific examples where you successfully handled multiple incidents at once, showcasing your ability to prioritise and make quick decisions.
✨Communicate Like a Pro
Your communication skills are key! Prepare to demonstrate how you tailor your messages for different audiences. Think about times when you had to explain technical issues to non-technical stakeholders and how you ensured everyone was on the same page.
✨Show Your Passion for Knowledge Sharing
This role values a culture of knowledge sharing. Be ready to talk about how you've contributed to post-incident reviews and documented lessons learned. Highlight any initiatives you've taken to improve processes based on feedback from your team.
