Major Incident Manager

Role Introduction Oversee and manage major incidents for customers, ensuring effective communication, coordinating resources for timely resolution, and maintaining customer satisfaction in resolving major incidents. What You Will Do Facilitate recovery of P1/P2 incidents with reporting and notifications to stakeholders Manage persistent incidents through trend analysis and escalations Measure and report on KPIs for Major Incidents, Requests, Problems, and Knowledge Management Align with targets set by the Executive Management team Own the major incident lifecycle to ensure satisfactory resolution Proactively manage incidents to minimize business impact and escalate as needed Manage SLAs and KPIs related to Major Incidents with accurate reporting Understand the impact of incidents on SLA targets for prioritization Conduct post-mortems for all major incidents Maintain and improve incident data and reporting within ITSM Produce MIRS and performance reports on process maturity and tool adoption Provide timely management reports via the MIM KPI Dashboard What You Will Have Strong relationship management skills and a team-oriented mindset Excellent communication skills; calm and professional demeanor Experience in conflict management and managing customer expectations Service-oriented, adaptable, resilient, and results-driven Attention to detail and quality control Analytical skills to define and present KPIs and metrics Interpersonal skills including listening and rapport building What We Do For You Wellbeing Focus – Our people are our greatest asset, and we prioritize their wellbeing. Annual Leave – 26 days plus public holidays, with options to buy extra days Employee Assistance Program – Confidential support available 24/7 via Care First Endometriosis Friendly Employer – Supporting employees with endometriosis Personal Growth – We support your personal and professional development through various programs and performance bonuses. Development Programs – From future managers to leadership training Performance Bonus – Rewards for your success Financial Wellbeing – We offer pension schemes and income protection insurance. Pension Scheme – 5% matched contributions with Scottish Widows Income Protection Insurance – Support when needed most Recognition – We highlight and reward outstanding work through our performance and talent platform. Making a Difference – Opportunities to contribute to causes you care about, such as fundraising, volunteering, and donations. MatchIt! – Fundraising matches from OneAdvanced Volunteering Time – Use your leave to volunteer Pennies from Heaven – Donate small amounts from your paycheck Who We Are OneAdvanced is one of the UK\’s largest providers of business software and services, supporting over 20,000 global customers. We manage critical services across various sectors, investing in our people to foster a diverse and inclusive environment that encourages growth and talent development. To learn more about working at OneAdvanced, please click here. #J-18808-Ljbffr