Major Incident Manager
Contractor – 4*10 Hour Shifts – Wednesday to Saturday – 6 month contract
This person will be responsible for handling an unplanned interruption or degradation of an IT Service that causes an impact to business operations directly or indirectly affecting a large number of users, depriving the business of one or more crucial services. The role will operate as part of a rotational shift that will cover 24/7, and may include weekends and bank holidays, you will be responsible for leading major incidents that fall within your shift. This is a highly transparent position that requires frequent contact with Senior Leadership. Your excellent communications skills and your ability to prioritize numerous tasks simultaneously will serve you well as a focal point of a dynamic, fast-paced business environment.
Responsibilities:
- Ensure the incidents are handled within the service level agreement (SLA) timescales.
- Ensure that Major Incidents are resolved and closed without undue delay.
- Ensure all Major Incidents have accurate business impact statements, ongoing actions, detailed recovery plans that are communicated to the correct audience throughout the incident management tool.
- Help the team to coordinate the resolution of high impact Major Incidents to minimize business disruption.
- Collaborate with the Change Management and Problem Management teams.
- Maintain effective communication across the board in terms of technical team members and leadership.
- Collaborate efficiently to ensure that events, alerts and changes are defined and understood to enable faster response to incidents.
- Take advantage of every opportunity to communicate relevant information remaining mindful of the audience (e.g. translates sophisticated/technical issues to meet the audience's competency level);
- Perform accurate and precise real-time investigation and triage of Infrastructure alerts.
- Provisioning user’s accounts and custom roles on multiple systems.
- Work under specific direction of other Project Managers, IT Managers or Program Managers.
- Interact with internal customers (i.e., Product Managers, Project Managers, and Business Analysts, etc.).
- Work with cross-functional teams, globally, and across cultural boundaries.
- Hold individual and teams of problem solvers to task on simultaneous technical workstreams with strict, very short deadlines.
- Apply business impact analysis techniques to evaluate impact of high severity problems and/or potential impact of proposed changes.
- Assist support teams in translating technical impact to business impact and align on priority based on the realized and potential business impact.
- Constantly seek clarification and current resolution status and actions plan(s) to ensure accurate and concise communications
Requirements:
- Excellent written and verbal communication skills in English, ability to communicate both technical and non-technical information, depending upon the audience.
- Experience of data analysis and trending with ability to identify improvements and actions.
- Demonstrated ability to quickly understand sophisticated systems.
- Diligent with the ability to follow processes and procedures.
- Ability to adapt to changes in processes and services.
- Ability to rapidly absorb and understand complex technical situations.
- Ability to facilitate conversations with large groups of remote people.
- Ability to maintain calm during stressful situations.
- Ability to handle and prioritize and tasks and time efficiently.
- Find opportunities for improvement within the business processes.
- Excellent team contributor with excellent people leadership skills.
- Diplomatic, and able to act in an often-complex business environment.
- Handle less complex single project, or module of larger project, typically in single functional area.
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