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- Tasks: Lead critical incident management and ensure smooth operations in a fast-paced environment.
- Company: Join a dynamic team focused on delivering uninterrupted service and operational excellence.
- Benefits: Flexible work options with 3 days in the office and remote work available.
- Why this job: Be at the forefront of incident management, making a real impact on service delivery.
- Qualifications: ITIL experience and strong analytical skills are essential; a proactive attitude is a must.
- Other info: Work Monday to Friday, 8.30am to 5pm, with opportunities for professional growth.
The predicted salary is between 36000 - 60000 £ per year.
Join our team and lead the way in managing critical incidents, ensuring smooth operations and uninterrupted service delivery. As a Major Incident Manager, you'll provide leadership and direction during Disaster Recovery, Business Continuity, P0, P1, P2, and VIP incidents, guiding our partners to maintain absolute control while following incident management processes.
Key Responsibilities:
- Lead Disaster Recovery and major incidents (P0, P1, P2, and VIP) with a focus on maintaining overall incident perspective.
- Ensure the correct prioritization of incident impact and drive results through effective cross-functional collaboration.
- Guide partners to meet SLA/KPI performance targets, ensuring continuous improvement.
- Facilitate clear communication and escalation processes during high-priority incidents.
- Proactively monitor incident resolution, analyzing trends and root causes, and working closely with the MIM lead, Service Assurance, and support teams.
- Oversee the production of Post Incident Reports within agreed SLAs and assist with Problem Management review sessions.
- Publish daily operational incident reports covering P0, P1, and P2 incidents.
- Serve as the Single Point of Contact (SPOC) for business and customer escalations relating to high-profile events.
- Act as the escalation point for internal issues within the wider team.
- Champion quality standards and ensure compliance with Service Assurance processes across all operational teams.
Requirements:
- ITIL Experience
- Experience of ICT / and Mobile Network Technologies.
- Extensive experience in a fast-paced Operations environment working within an ITIL framework with a solid understanding of the Incident Management process.
- Strong analytical capabilities, highly organised and excellent relationship management skills.
- Energetic and pro-active with a 'can-do' attitude.
- Experience of ITSM tool sets, preferably BMC Remedy.
- Proven ability to engage and communicate with senior stakeholders and support teams across any number of business functions.
- Rational and calm under pressure.
To apply for the Major Incident Manager please send your CV to (url removed).
Major Incident Manager - IT & Network employer: Project People
Contact Detail:
Project People Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Major Incident Manager - IT & Network
✨Tip Number 1
Familiarise yourself with ITIL frameworks and incident management processes. Understanding these concepts will not only help you in interviews but also demonstrate your commitment to the role.
✨Tip Number 2
Network with professionals in the IT and network management field. Engaging with others can provide insights into the role and may even lead to referrals, increasing your chances of landing the job.
✨Tip Number 3
Prepare for scenario-based questions that focus on crisis management and incident resolution. Practising how you would handle high-pressure situations will showcase your analytical skills and calmness under pressure.
✨Tip Number 4
Research the company’s recent incidents or challenges they’ve faced. Being knowledgeable about their operations will allow you to tailor your responses and show that you’re genuinely interested in contributing to their success.
We think you need these skills to ace Major Incident Manager - IT & Network
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in ITIL and incident management. Emphasise your analytical skills and any previous roles where you managed major incidents or worked in a fast-paced operations environment.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of the role and how your background aligns with the responsibilities outlined. Mention specific experiences that demonstrate your ability to lead during critical incidents and your familiarity with ITSM tools.
Highlight Key Skills: In your application, clearly outline your key skills such as relationship management, communication with senior stakeholders, and your proactive approach. Use examples to illustrate how you've successfully navigated high-pressure situations in the past.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any errors or typos. A polished application reflects your attention to detail and professionalism, which is crucial for a Major Incident Manager role.
How to prepare for a job interview at Project People
✨Showcase Your ITIL Knowledge
Make sure to highlight your experience with ITIL frameworks during the interview. Be prepared to discuss specific instances where you've applied ITIL principles in managing incidents, as this is crucial for the Major Incident Manager role.
✨Demonstrate Analytical Skills
Prepare examples that showcase your strong analytical capabilities. Discuss how you've monitored incident resolutions, identified trends, and addressed root causes in previous roles. This will illustrate your ability to drive continuous improvement.
✨Communicate Effectively
Since the role involves liaising with senior stakeholders and support teams, practice clear and concise communication. Be ready to explain complex situations in simple terms, demonstrating your ability to facilitate discussions during high-priority incidents.
✨Exhibit a Calm Demeanour
The interviewers will be looking for someone who can remain rational and calm under pressure. Share experiences where you successfully managed stressful situations, highlighting your proactive approach and 'can-do' attitude.
