Major Incident Manager, Wokingham

Role description: This role will have a significant impact on Major Incident Management, providing support within the customer industry and projects, and offering access to cutting-edge technology.

Key Responsibilities:

1. Accountable for the successful and timely restoration of all Major Incidents assigned, while keeping the business and customers updated. Assemble, work with, and manage cross-organizational teams.
2. Support accurate and consistent maintenance of technical and management escalation processes.
3. Ensure effective communication during customer outages.
4. Conduct event analysis, applying the ITIL framework for severity and impact.
5. Facilitate the resolution effort and engage additional resources when necessary during calls with stakeholders.
6. Engage escalation management resources as needed.
7. Manage customer and internal communications at an executive level.
8. Conduct post-event analysis, leveraging the ITIL problem management process to prevent further occurrences.
9. Handle Incident Resolution handoffs with detailed notes and a summary of business impact and duration to the Problem Management team.
10. Manage and report ongoing CritSit metrics.

Key Skills/Knowledge/Experience:

1. Minimum of 6+ years’ experience in critical/crisis management for technical customer escalations.
2. Good understanding of ServiceNow ITSM platform and ITIL processes.
3. Excellent communication skills (both verbal and written).
4. Ability to communicate confidently and clearly at all organizational levels during conference calls, meetings, and via email.
5. Strong organizational skills with the ability to manage multiple tasks simultaneously.
6. Customer focus, ownership, initiative, and a proactive work approach.
7. Ability to craft business-appropriate communications for affected operating groups and manage communication on a major incident conference call.
8. Extensive experience supporting and managing technical environments; demonstrated leadership skills in fast-paced, dynamic situations.
9. Technically literate, able to articulate technical issues meaningfully to both engineers and executive-level management.
10. Crisis management skills: able to set priorities, pursue multiple threads simultaneously, accurately reflect current state, and drive towards desired state.
11. Ability to maintain calm during stressful situations.
12. A team player who builds good working relationships across all functions.
13. Excellent project management skills, including the ability to manage projects across teams where influencing skills are required.

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