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Major Incident Manager
The Major Incident Manager will lead the end-to-end process for major incidents, ensuring quick resolution with minimal business impact. This role requires strong knowledge of incident management, ITIL best practices, and effective communication across all levels.
Responsibilities:
- Incident Coordination: Lead and coordinate responses to major incidents, minimizing service disruption and acting as the primary contact for incident communications.
- Process Management: Maintain and improve the incident management process in line with ITIL standards, ensuring procedures are documented and followed.
- Root Cause Analysis: Conduct post-incident reviews to identify root causes and implement corrective actions to prevent recurrence.
- Stakeholder Communication: Provide timely updates to internal and external stakeholders, ensuring transparency.
- Reporting and Metrics: Track KPIs, generate reports on incident trends and resolutions for senior management.
Note: Out-of-hours support may be required.
Requirements:
- Expertise in IT service and incident management with ITIL best practices.
- Proven experience managing major incidents in high-pressure environments.
- Proficiency with IT service management tools (preferably ServiceNow).
- Strong communication skills for both technical and non-technical audiences.
- ITIL advanced certification or equivalent qualification.
If this sounds like a suitable role for yourself, please click apply.
Interviews will be conducted this week on Thursday & Friday with an immediate start.
Major Incident Manager
