Job Purpose<\/p>\n<\/strong><\/p>\n
The MIM will be the point of call for all Major Incidents and the Incident Management processes and activities as guided by the Incident Manager, to ensure they operate efficiently and effectively, and comply with governance controls. You will work with the global teams to deliver a single set of standardised major incident management processes which are effectively managed and governed by the Incident Manager as well as facilitate a global Incident forum to drive compliance to Incident policies and improvements.<\/p>\n
Candidates will demonstrate strong Major Incident Management knowledge and experience of leading teams and motivating them to achieve common goals. You\u2019ll thrive in a fast-paced business environment with an emphasis on positive Incident Management and adapt to new working practices.<\/p>\n
You will manage Major Priority Incidents end to end, to ensure they are managed and resolved with minimum impact, ensure improvement actions are captured and tracked to completion. Escalate priority cases internally and externally according to the escalation process. You will also liaise and feedback to the Incident Manager for Incident Management governance, improvements, and control.<\/p>\n
You will reduce the number of repeat incidents through effective engagement with Service Management practices such as Problem and Change Management.<\/p>\n
The role will require out of working hours for Major Incidents which will be supplemented with an on-call and overtime allowance.<\/p>\n
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Main\u00a0<\/strong>Responsibilities<\/p>\n<\/strong><\/p>\n
\n- Lead by example on the Major Incident Management practice, that maintains a continuous state of governance and control. Including feeding into the development of procedures utilising the ITSM toolset with the Incident Manager<\/li>\n
- Ensure the effective day-to-day operation of, and adherence to, the Major Incident Management practices, including roles and responsibilities as well as all modes of communication are used throughout the Major Incident life cycle.<\/li>\n
- Function as the main point of contact within Technical Services and Operations for updates on day-to-day Major Incident Management issues, including the status of outstanding Incidents (this may include non-Major Incidents). This includes liaising with the Incident Manager, global teams and senior management to ensure appropriate stakeholders are kept informed.<\/li>\n
- End to end governance responsibility and to oversee the management, communication, escalation, investigation, and resolution of Major Incidents including Major Incident Reports (MIR), business updates, calls and discussions are timely and of sufficient quality.as well as identifying and resolving conflict and bottlenecks.<\/li>\n
- The candidate will be expected to perform the MIM role in and out of business hours ensuring, they are readily available during these expected hours. Handing over efficiently and effectively when required and leading teams to perform when needed.<\/li>\n
- Management of the post Major Incident review process to aid in process improvement with the Incident Manager as well as other service management functions such as Problem Management Root Cause Analysis, Change management Post Implementation Reviews and to influence Knowledge Management.<\/li>\n
- Produce quality Major Incident Reports, metrics which are fit for purpose for all levels. Which will include service availability, MIR outputs, internal and external SLA\/OLA\u2019s, incident trends which feed into the Problem Management process.<\/li>\n
- Candidates will also be required on occasions to assist with other process roles.<\/li>\n<\/ul>\n
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Knowledge, Skills and Experience<\/p>\n<\/strong><\/p>\n
Education, Experience, and Preferred Skills:<\/p>\n
\n- ITIL knowledge, qualification and experience<\/li>\n
- Experience working in an agile environment<\/li>\n
- Minimum 1-3 year\u2019s experience in a MIM role<\/li>\n
- Produce Executive level summaries and reports to a high standard<\/li>\n<\/ul>\n
Technical Skills:<\/p>\n