Major Incident Manager 254107

Come and join the Littlefish team!

Work location: Sheffield (Hybrid)

Salary: Up to £40,000

Must be eligible for SC (Must have lived in the UK for the past 5 years)

Here at Littlefish, we look for people who can make a real difference and become a giant slayer. As the world around us continues to change, we look for people who grab that change with optimism and excitement. These are the passionate and high performing people who enjoy and thrive on thinking outside the box. Our current employees are the giant slayers who have made Littlefish who we are today, and you will be the future employees who continue to add the drive, passion, and skills as we see Littlefish grow. So, if this is ticking your boxes and you are excited at the thought of working with creative, passionate, energetic, friendly people - we would love to hear from you.

The role and what you’ll be getting up to on a day to day basis:

Littlefish is looking for a Major Incident Manager to join our Service Management Office. As the Major Incident Manager, you will report into the Major Incident Management Lead and be responsible for the management, resolution, and fulfilment of all Major Incidents, across all organisations in scope of the process. This will include internal, third party and client resolver groups.

Your main duties will include:

• Facilitating and leading Major Incident technical and managerial conference calls.
• Ensuring detailed notes are recorded and actions are clearly assigned to owners.
• Issuing client facing Major Incident update communications autonomously, with a high level of accuracy.
• Producing a client facing Major Incident report upon resolution of each in-scope Major Incident.
• Handing over all resolved Major Incidents to the Problem Management process, with suggested next steps and actions to be undertaken via the Problem Manager.
• Driving the efficiency and effectiveness of the Major Incident management processes.
• Producing and acting upon management information, including SLA performance KPIs and reports to continually improve service quality.
• Monitoring the effectiveness of Major Incident management and making recommendations for improvement.
• Developing and maintaining the Major Incident management process where owned by Littlefish or providing input to client side process owners if applicable.
• Ensuring that all IT teams follow the Major Incident management processes for every Major Incident.
• Acting as an escalation point for the client and in support to the Major Incident Management Lead.

What can we offer you?

• Through our one of a kind training programme, the Littlefish Academy, you can increase your earnings by £4,500.
• Referral bonus scheme of £1000 when you successfully refer a friend.
• Access to our LinkedIn Learning platform, with over 16,000 expert-led online tutorials to enhance and achieve your personal and professional goals.
• Healthcare cash plan. This will give you access to online GP appointments, 24/7 access to qualified counsellors and cash back against a range of general healthcare.
• Casual dress policy.
• Company Pension Scheme.
• Company social events.
• 25 days annual leave plus public/bank holidays.
• Purchase and sale of annual leave scheme.

Life at Littlefish:

Our company values shape who we are as a business, what we stand for and how we work. Hiring people with our values at heart is very important as we see Littlefish grow.

• I am High Performing - I like to raise the bar, we look at creating opportunities to increase quality and improve efficiency, we strive for service excellence.
• I am Passionate - We build team success and celebrate them together, I am enthusiastic and energetic, I care about the people I work with and we support one another.
• I Have a Can-Do Attitude - I am not afraid to step outside my comfort zone, we are not afraid to challenge status quo, we get stuff done!

So, if you feel like you can make a tangible difference, apply today, and join us on this journey. Here at Littlefish we aim to be somewhere everyone can be themselves. We are committed to encouraging a diverse and inclusive community where everyone irrespective of who they are, or their background, can feel equal and supported. We encourage applications from people of all backgrounds. Please get in touch if you are concerned about any difficulties you may face during your recruitment process, so we adjust accordingly. Part of our application process includes a set of ED&I (Equality, diversity and inclusion) questions. Please note, each question has an option of ‘prefer not to say’.