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- Tasks: Lead major incident responses and ensure efficient resolution across technical teams.
- Company: Join a dynamic team supporting secure government services with a focus on incident management.
- Benefits: Enjoy a hybrid work model, training opportunities, and a collaborative environment.
- Why this job: Make a real impact in a high-pressure role while enhancing your skills in incident management.
- Qualifications: 3+ years in IT incident management; degree in Computer Sciences or equivalent experience required.
- Other info: On-call support required; must be eligible for security clearance.
The predicted salary is between 43200 - 72000 £ per year.
Position: Major Incident Manager (Technical Service Desk)
Location: Hybrid (2 days per week in Leeds site or co-located with our customer in the Manchester site)
On-call: Required on a rota basis to cover with a Shift Pattern covering 24/7/365 rotating shifts (usually at least 1 week in every 4).
Role Requirements:
Clearance: Security clearance (SC) eligible.
Education: Degree in Computer Sciences or equivalent experience.
Overview: You will be part of the Technical Service Desk, which serves as the single point of contact (Level 1 Support) for technical queries and issues raised via the Contact Centre or directly by Relying Parties (other Government Departments and supporting 3rd parties). The Technical Service Desk also provides Level 2 Support to investigate, diagnose, monitor, and resolve alerts and incidents, escalating as necessary to the wider support model.
As a Major Incident Manager (MI), you will standardize and improve our Service Management structure and governance framework and support the delivery of service to key clients in the Secure Government Services business. You will lead major incident resolution, orchestrate cross-functional efforts, and ensure efficient incident response to minimise downtime and maintain service quality.
Key Responsibilities:
Incident Management:
- Lead the major incident response process across technical teams, support functions, and management for efficient resolution and minimal service disruption.
- Quickly assess and identify major incidents based on impact, urgency, and severity. Initiate the incident response process and assemble a dedicated team.
Communication and Stakeholder Management:
- Serve as the primary point of contact for all major incident-related communications, providing regular updates on status, impact, and resolution progress.
- Manage the escalation process based on severity and impact, engaging senior management and executives as needed.
Post-Incident Analysis:
- Lead post-incident reviews and root cause analyses to identify underlying issues.
- Collaborate with technical teams to develop and implement corrective actions to prevent future incidents.
Record-Keeping and Continuous Improvement:
- Maintain detailed incident records including timelines, actions, resolutions, and lessons learned to improve processes and facilitate reporting and analysis.
- Continuously evaluate and enhance the major incident management process, incorporating industry best practices and lessons learned.
Training and Upskilling:
- Conduct training sessions and simulations to prepare incident response teams.
- Act as the Major Incident Management SME, setting processes, standards, and governance.
Onboarding and Collaboration:
- Provide stakeholders with updates on technical incidents, service requests, and problems.
- Engage with other teams or product teams to resolve technical incidents in line with Service Level Agreements (SLA).
- Support the onboarding of new/updated services and undertake necessary training.
Collaboration Across Channels:
- Work effectively across internal teams, clients, and third-party suppliers to deliver a one-team experience for cases and incidents.
- Actively network and collaborate to deliver high-impact change safely into the live environment.
On-Call Support:
- Provide on-call rota cover for Major Incident Management.
- Upskill and support colleagues to act as MI Managers when required.
Experience:
- At least 3 years of experience in IT incident management, with significant focus on major incidents.
- Strong understanding of incident management principles, processes, and best practices.
- Proven ability to lead and manage cross-functional teams in high-pressure situations.
Skills and Abilities:
- Exceptional communication skills to convey technical information to both technical and non-technical stakeholders.
- Analytical mindset with the ability to conduct post-incident analysis.
- Strong problem-solving skills for quick, informed decision-making.
- Knowledge of IT infrastructure, systems, and applications.
- Ability to work flexible hours and participate in on-call rotations.
Certifications:
- ITIL V3 Certification (Desirable).
- ITIL V4 Certification (Preferred).
Key Generic Competencies:
- Excellent communication with varied IT skills in pressured circumstances.
- Understanding, challenging, and reporting on complex issues.
- Strong drive to follow tasks through to completion.
- Dedication to high quality standards.
- Detail-oriented record-keeping and prompt information gathering.
- Team collaboration, engaging effectively with third parties and suppliers.
- Written and verbal communication proficiency.
- Analytical and creative problem-solving.
- Customer-focused approach.
- Fluency in written and spoken English.
We offer a friendly and challenging workplace where your contribution is valued in maintaining and improving the support of government services. If you have expertise and a passion for incident management in secure government environments, we encourage you to apply.
Major Incident Manager employer: Mastek
Contact Detail:
Mastek Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Major Incident Manager
✨Tip Number 1
Familiarize yourself with ITIL principles, especially those related to incident management. Understanding these frameworks will not only help you in the interview but also demonstrate your commitment to best practices in the field.
✨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 major incidents and the outcomes of those situations.
✨Tip Number 3
Prepare to discuss your communication strategies for keeping stakeholders informed during major incidents. Being able to articulate how you manage updates and escalations will showcase your leadership skills.
✨Tip Number 4
Demonstrate your analytical mindset by discussing past post-incident analyses you've conducted. Share how you identified root causes and implemented corrective actions to prevent future incidents.
We think you need these skills to ace Major Incident Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT incident management, especially focusing on major incidents. Use specific examples that demonstrate your ability to lead cross-functional teams and manage high-pressure situations.
Craft a Strong Cover Letter: In your cover letter, emphasize your communication skills and your experience with incident management principles. Mention any relevant certifications like ITIL V3 or V4, and explain how your background aligns with the responsibilities of the Major Incident Manager role.
Showcase Problem-Solving Skills: Provide examples in your application that illustrate your analytical mindset and problem-solving abilities. Discuss specific incidents you managed, the challenges faced, and the outcomes achieved to demonstrate your capability in post-incident analysis.
Highlight Continuous Improvement Efforts: Mention any initiatives you've led or participated in that focused on improving incident management processes. This could include training sessions, process enhancements, or collaboration with other teams to ensure efficient incident response.
How to prepare for a job interview at Mastek
✨Understand Incident Management Principles
Make sure you have a solid grasp of incident management principles and best practices. Be prepared to discuss your experience in leading major incidents and how you've handled high-pressure situations in the past.
✨Showcase Your Communication Skills
As a Major Incident Manager, you'll need to communicate effectively with both technical and non-technical stakeholders. Practice articulating complex technical information clearly and concisely, as this will be crucial during the interview.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and decision-making abilities. Think of examples from your past experiences where you successfully led a team through a major incident and what steps you took to resolve it.
✨Highlight Continuous Improvement Initiatives
Be ready to discuss how you've contributed to continuous improvement in incident management processes. Share specific examples of how you've implemented corrective actions after post-incident reviews to prevent future issues.
