Major Incident Management

Role Description

1. Responsible for driving, managing and co-ordinating the response to all Major and High priority incidents.
2. Ensure that all incidents are resolved efficiently and services restored as quickly as possible.
3. Responsible for clarifying the priority of incidents in order to execute the level Incident Management or Major Incident Management Process.
4. Responsible for timely communications to internal stakeholders and resolver teams.
5. Responsible for chairing and driving Technical and/or Management conference bridges up to Executive Director level.
6. Responsible for internal and/or vendor escalation up to Executive Director level.
7. Lead and/or contribute to effective Major Incident Reviews – produce Major Incident Reports, as well as input to the Change and Problem Management Processes as required.
8. Single Point of Contact for internal stakeholders for all High Priority Incidents.
9. Incident Management of some lower priority incidents.
10. Produce statistics and status reports for Major and High priority incidents.
11. Quality assurance of all Major and High Priority Incident tickets within Service Now.

1. Working within a team covering 24/7, 365 days across the globe.
2. Understanding of incident management systems.
3. Analysis ability, problem solving and decision-making skills.
4. Ability to influence and lead technical conversations with various technical resolver teams.
5. Written and verbal communication and presentational skills.

1. ITIL Foundation certified, ideally to ITIL v3.0.
2. Good understanding of Incident management systems.
3. 7+ years in an Operational environment.
4. Ability to understand technical information and relay in business terms.
5. Understanding of working to SLA's ensuring minimal impact to business.
6. Problem solving and decision-making skills.
7. Written and verbal communication and presentational skills.
8. Strong customer focus.
9. Ability to work effectively under pressure and remaining calm and focused under pressure/in stressful situations.
10. Preferred backgrounds would be in Production or Manufacturing.