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For Companies At a Glance
- Tasks: Lead Critical and Major Incidents from detection to resolution, ensuring swift service restoration.
- Company: Join M&S, a dynamic and inclusive retailer dedicated to exceptional quality and customer service.
- Benefits: Enjoy 20% discount, competitive holidays, bonuses, and extensive wellbeing support.
- Why this job: Be part of a transformative team that values innovation and collaboration in a fast-paced environment.
- Qualifications: Experience in leading incidents, ITIL knowledge, and familiarity with ITSM tools required.
- Other info: Work in a 24/7 shift environment and contribute to meaningful change in retail.
The predicted salary is between 43200 - 72000 £ per year.
Summary
The Major Incident Manager will lead Critical and Major Incidents from detection through to resolution and post-incident review. In addition, this role will coordinate Problem Investigations and track the delivery of Problem resolution plans to reduce the likelihood of repeat Incidents.
This role will provide a rapid and highly effective response when Critical or Major Incidents occur, ensuring business impact analysis is completed, adopting the correct Incident response model, and then confidently leading the communication, escalation, and collaboration between cross-functional teams and suppliers to restore normal service operation as quickly as possible.
What’s in it for you
Being a part of M&S is exactly that – playing your part to bring the magic of M&S to our customers every day. We’re an inclusive, dynamic, exciting, and ever-evolving business built on doing the right thing and bringing exceptional quality, value, and service to every customer, whenever, wherever and however they want to shop with us.
Here are some of the benefits we offer that make working for M&S just that little bit more special:
- After completing your probationary period, you’ll receive 20% colleague discount across all M&S products and many of our third-party brands for you and a member of your household.
- Competitive holiday entitlement with the potential to buy extra holiday days!
- Discretionary bonus schemes awarded based on how you achieve your personal objectives and our performance as a business.
- A generous Defined Contribution Pension Scheme and Life Assurance.
- A dedicated welcome to our teams with a tailored induction and a wide range of training programmes to develop your skills.
- Amazing perks and discounts via our M&S Choices portal to maximise your financial and personal wellbeing.
- Industry-leading parental, adoption and neonatal policies, providing support and flexibility for your family.
- Access to a fantastic range of wellbeing support for all colleagues including access to our 24/7 Virtual GP and PAM Assist to support you and your family.
- A charity volunteer day to support a charity or cause you’re passionate about through a dedicated day away from work.
What you’ll do
- Operate within a 24/7 shift and On Call environment.
- Take ownership of Critical and Major Incidents, leading them from detection through to resolution and post-incident review.
- Provide immediate and effective leadership during Critical and Major Incidents, escalating as required and guiding cross-functional teams and third-party suppliers in restoring service as quickly as possible.
- Provide clear and timely communication to stakeholders, including senior leadership that meets their communication requirements, effectively managing expectations, instilling confidence in the Major Incident process and team.
- Lead a highly structured approach that ensures that all parties are coordinated effectively and work efficiently to restore service as quickly as possible.
Who you are
- Demonstrable experience in leading Critical and Major Incidents in complex environments, with a strong understanding of ITIL-based Incident Management.
- Proven ability to coordinate cross-functional technical teams and third-party suppliers during high-pressure situations.
- Strong knowledge of Problem Management, including root cause analysis and developing effective resolution plans.
- Solid technical knowledge of IT infrastructure, application support, and network operations, with a clear understanding of how these components interact, and typical technical issues that may cause high-severity incidents.
- Experience working with IT Service Management (ITSM) tools and platforms, including ServiceNow / BMC Helix, and with a good understanding and experience of Major Incident Workbenches, collaboration enablers and AIOps.
- Experience working with monitoring and Event tools and platforms such as PagerDuty, Netcool, HPTemip.
Everyone’s welcome
We are ambitious about the future of retail. We’re disrupting, innovating and leading the industry into a more conscientious, inspiring digital era. We’re transforming how we work together and offering our most exciting opportunities yet. Marks & Spencer strives to be an inclusive organisation, trusted and admired by our colleagues, customers, and suppliers. Join us and make change happen.
We are committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best. We support each other and work together to win together.
If you feel you’d benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.
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Major Incident Manager employer: Marks and Spencer
Contact Detail:
Marks and Spencer Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Major Incident Manager
✨Tip Number 1
Familiarize yourself with ITIL-based Incident Management principles, as this role heavily relies on them. Understanding the framework will help you demonstrate your expertise during discussions and interviews.
✨Tip Number 2
Highlight your experience in leading cross-functional teams during high-pressure situations. Be ready to share specific examples of how you've successfully managed Critical and Major Incidents in the past.
✨Tip Number 3
Showcase your technical knowledge of IT infrastructure and application support. Being able to discuss common technical issues that lead to high-severity incidents will set you apart from other candidates.
✨Tip Number 4
Familiarize yourself with tools like ServiceNow, PagerDuty, and Netcool. Mentioning your hands-on experience with these platforms can significantly strengthen your application and show that you're ready to hit the ground running.
We think you need these skills to ace Major Incident Manager
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Major Incident Manager position. Highlight key responsibilities and required skills, such as leading Critical and Major Incidents and coordinating cross-functional teams.
Tailor Your CV: Customize your CV to reflect your experience in managing incidents, particularly in complex environments. Emphasize your knowledge of ITIL-based Incident Management and any relevant tools like ServiceNow or PagerDuty.
Craft a Compelling Cover Letter: Write a cover letter that showcases your leadership skills during high-pressure situations. Use specific examples from your past experiences to demonstrate how you effectively communicated with stakeholders and led teams to resolve incidents.
Highlight Relevant Experience: In your application, focus on your experience with Problem Management and root cause analysis. Mention any successful resolution plans you've developed and how they contributed to reducing repeat incidents.
How to prepare for a job interview at Marks and Spencer
✨Showcase Your Incident Management Experience
Be prepared to discuss your previous experience in leading Critical and Major Incidents. Highlight specific examples where you successfully managed incidents from detection to resolution, emphasizing your understanding of ITIL-based Incident Management.
✨Demonstrate Cross-Functional Coordination Skills
Illustrate your ability to coordinate with cross-functional teams and third-party suppliers during high-pressure situations. Share examples that showcase your leadership and communication skills, especially in ensuring all parties are aligned and working efficiently.
✨Highlight Problem Management Knowledge
Discuss your knowledge of Problem Management, including root cause analysis and developing effective resolution plans. Be ready to explain how you've applied this knowledge in past roles to prevent repeat incidents.
✨Familiarize Yourself with Relevant Tools
Make sure you are familiar with IT Service Management (ITSM) tools like ServiceNow or BMC Helix, as well as monitoring tools such as PagerDuty or Netcool. Being able to discuss your experience with these platforms will demonstrate your technical proficiency and readiness for the role.
