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- Tasks: Lead and manage high-impact IT incidents, ensuring swift resolution and effective communication.
- Company: Join a leading UK utility company with a focus on innovation and service reliability.
- Benefits: Hybrid working model, competitive salary, and opportunities for professional growth.
- Why this job: Make a real difference by resolving critical incidents and improving IT processes.
- Qualifications: 6-10 years of experience in Major Incident Management and strong ITIL knowledge.
- Other info: Dynamic role with 24/7 shifts, offering a chance to thrive under pressure.
The predicted salary is between 36000 - 60000 £ per year.
An IT Major Incident Manager (MIM) is responsible for coordinating, managing, and resolving high impact IT incidents that disrupt critical business services. Their job is to restore service as quickly and safely as possible while maintaining strong communication with technical teams and stakeholders. This role is for a UK based Utility company and hence demands a highly experienced Major Incident Manager. The candidate will also perform Incident and Change Analyst role when there are no Major Incidents.
Your responsibilities:
- Major Incident Manager
- Lead the response to P1 / high severity incidents. Bring together cross functional technical teams to diagnose and resolve issues. Ensure the incident is worked on 24/7 until resolved, if required.
- Send communications (text and email) to all stakeholders within 15-20 minutes. Provide timely updates to leadership, business owners, and customers. Run war rooms / bridge calls. Document timeline, progress, risks, and expected resolution times.
- Ensure incident reports (RCA / PIR) are created. Facilitate deep dive reviews to identify root cause and preventive actions. Track follow up actions with respective teams.
- Maintain and improve the Major Incident Management (MIM) process. Work closely with Problem, Change, and Service Desk teams. Monitor SLAs and KPIs (MTTR, number of P1s, etc.).
- Drive initiatives to reduce repeat incidents. Analyze incident trends to improve service reliability.
- Review all changes on a daily basis, ensuring high quality and completeness of changes by coordinating with the requestor and technical SMEs. Assist Change manager during CAB meetings.
Your Profile:
- Strong technical understanding of IT infrastructure and applications.
- Excellent communication and stakeholder management.
- Ability to stay calm under pressure.
- Analytical thinking and problem solving mindset.
- Experience with ITIL frameworks (especially Incident, Problem, Change).
Essential skills/knowledge/experience:
- Have worked as Major Incident manager for at least 6-10 years.
- Knowledge of other ITIL processes like Change management, Problem management, etc.
- Flexible to perform change manager/analyst role in case of no Major Incidents during the shift.
- Typing speed of at least 45 WPM.
- Good in process documentation.
- Good understanding of IT infrastructure and Applications.
- Excellent communication skills (Written and verbal).
- Ability to work under pressure in a highly demanding environment.
- Expertise in ServiceNow and MIM workbench.
Desirable skills/knowledge/experience:
- ITIL V3 foundation certified.
- Knowledge of Problem Management, BCP/DR, Reporting, Availability, Capacity, Continual service improvement.
Major Incident Manager and Incident/ Change Analyst in Wokingham employer: Stackstudio Digital Ltd.
Contact Detail:
Stackstudio Digital Ltd. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Major Incident Manager and Incident/ Change Analyst in Wokingham
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work in IT or utilities. A friendly chat can lead to insider info about job openings that aren't even advertised yet.
✨Tip Number 2
Prepare for interviews by practising common questions related to Major Incident Management. We recommend role-playing with a friend or using mock interview platforms to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your skills during interviews by sharing specific examples of how you've handled major incidents in the past. Use the STAR method (Situation, Task, Action, Result) to structure your responses and make them impactful.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Major Incident Manager and Incident/ Change Analyst in Wokingham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Major Incident Manager role. Highlight your experience with ITIL frameworks and any relevant incidents you've managed. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of how you've handled high-severity incidents and your approach to stakeholder communication.
Show Off Your Communication Skills: Since communication is key in this role, make sure your application reflects your written communication skills. Keep it clear, concise, and professional. We love a well-structured application that’s easy to read!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Stackstudio Digital Ltd.
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL knowledge, especially around Incident, Problem, and Change Management. Be ready to discuss how you've applied these frameworks in your previous roles, as this will show your depth of understanding and experience.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that test your problem-solving skills under pressure. Think of specific examples from your past experiences where you successfully managed major incidents or changes, and be ready to explain your thought process and actions.
✨Showcase Your Communication Skills
Since communication is key in this role, practice articulating your thoughts clearly and concisely. Prepare to demonstrate how you've effectively communicated with stakeholders during high-pressure situations, and how you keep everyone informed throughout the incident management process.
✨Familiarise Yourself with the Company’s Environment
Research the utility company and its IT infrastructure. Understanding their specific challenges and how your skills can help improve their incident management processes will give you an edge. Tailor your responses to align with their operational needs and culture.