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Major Incident Manager - IT Managed Service

  • Location

    Manchester, Greater Manchester

  • Sector:

    IT & Telecoms

  • Job type:


  • Salary:


  • Contact:

    Christina Tatlow-Emms

  • Contact email:

    [email protected]

  • Salary high:


  • Salary low:


  • Job ref:


  • Published:

    about 1 month ago

  • Expiry date:


  • Startdate:


  • Consultant:


My client is one of the UK's leading technology and managed services providers. A dynamic and fast-growing company, the culture and commitment to excellence is felt throughout the business, and an opportunity has arisen for a Major Incident Manager to join the Business Systems & Process team in the Manchester office.

Working as a key member of the Major Incident Management (MIM) team, you will take ownership of Major Incidents impacting multiple clients across varied technologies. You will manage Major Incidents to defined service levels, ensuring adequate skilled resources are working towards resolution while also handling all customer and internal stakeholder escalation, as required.
The key deliverables of the Major Incident Manager are as follows:
*Take full ownership of the Incident Management Process for all assigned Incidents/Major Incidents - advocating on behalf of the customer to ensure services are restored in a timely manner
*Determine what resources and expertise are required to resolve the Major Incident from both IT Lab resources and relevant 3rd parties (Vendors and/or client resources) engaging these resources to form the 'Major Incident Management Team'
*Identify actions required to resolve Major Incidents using technical awareness or experience and general understanding of logical Incident Management troubleshooting, engaging technical expertise as required
*Establish the 'Major Incident Management Bridge' / 'War Room' for each Major Incident and ensure that relevant resources and stakeholders attend the meetings
*Run all meetings (Bridges/War Rooms) regarding the Major Incident, ensuring focus on resolution is maintained
*Provide clear communications on the status of Major Incidents, and any action plan to resolve the issue, to internal and external stakeholders
*Produce Post Incident Reports for all Major Incidents and ensure a clear handover to Problem Management for full Root Cause Analysis

Required skills and capabilities:
*MUST have extensive experience in a Major Incident Manager role in a Managed Services, Service Provider or IT Service Operations Environment
*Experience working in a large, complex, multi-vendor environment
*First class customer service skills - live and breathe Service Obsession
*Experience and confidence engaging with engineers and managers at all levels of seniority - including Senior Management / Executives
*Previous experience of working on or with an IT Service Desk and experience in a customer engagement role
*Previous experience of working in a highly pressurised office
*Strong written/verbal English communication skills
*Developed understanding of IT technologies such as Networking, Servers, Virtualisation, Applications and End User Computing
*Ability to work well within a team
*Minimum of one Tier 2 ITIL Certification (e.g. Practitioner)

In accordance with the Equality Act 2010, if you require an alternative form of application please click the following link: Flexible Application Process - https://www.theecsgroup.co.uk/work/flexible-application-process