Major Incident Manager

Netcompany; Leeds; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading technology-enabled organisation in the UK is seeking a Major Incident Manager to join their team in Leeds. This permanent role focuses on driving delivery capability and ensuring service efficiency within an ITIL framework. Key responsibilities include acting as the escalation point for IT Incidents, conducting post-incident reviews, and ensuring effective communication with clients and suppliers. Applicants should have substantial experience with ITIL and be willing to travel, with flexible availability for on-call duties.

Benefits

25 days holiday

Private Medical Health care

Pension contribution

Professional certifications support

Retail discounts

Access to Employee Resource Groups

Qualifications

• Considerable experience in an ITIL based Service Management environment.
• Must be willing to travel for projects if required.
• This position requires 24/7/365 availability for on-call duties.

Responsibilities

• Act as the main escalation point for Major IT Incidents.
• Complete Major Incident Report and run Post Incident Review meetings.
• Update ITSM toolset and capture all updates and actions.

Skills

ITIL Service Lifecycles

Team leadership

Self-motivation

Flexibility

Communication

Education

ITIL Foundation V4

Job description

We are looking for a Major Incident Manager to join our team on a permanent basis to drive forward our delivery capability and deliver the optimum solutions to the clients. Based in Leeds this is a great opportunity to join one of the most exciting innovative prestigious and forward-thinking technology-enabled organisations in the UK.

Our Service Management Practice delivers infrastructure support services to a significant number of clients across multiple sectors. The current Service Delivery team is approximately 55 strong and offers prospective candidates with the opportunity for significant recognition skills and technology exposure and career development and training across multiple business areas.

The role is primarily Leeds based however you may be expected to work at our client locations as and when required.

The Major Incident Manager will ensure SLA / KPI targets are being achieved and the contracted scope of services are being delivered efficiently within an ITIL framework. The candidate will ensure that highly effective communications and levels of understanding are maintained with the client and suppliers through regular and ad-hoc meetings.

Key Responsibilities

• Acts as the main escalation point for Major IT Incidents & take full ownership of facilitating the restoration of service following of Major Incidents within the agreed SLAs in a multi-supplier environment.
• Setup and distribute Major Incident Communication during the major incident life cycle until resolution and ensure progress on incidents is continually assessed making appropriate interventions directing and facilitating resolution activity
• Update ITSM toolset capturing all updates and actions.
• Complete Major Incident Report setup and run Post Incident Review meetings and ensure all problem records are logged and progressed with suppliers.
• Complete Monthly reporting for Major Incidents and Problem Management and run daily / weekly Major Incident and Problem Meetings.
• Ensure all problem records are logged and progressed with suppliers.
• Manage the end-to-end reactive and proactive Problem Management Process.
• Support the Major Incident Team Leader when required including assisting with team coordination managing escalations and prioritising workloads during peak periods or absences.

Qualifications

• Considerable experience of working with the ITIL Service Lifecycles in an ITIL based Service Management environment
• ITIL Foundation V4 or equivalent experience
• Experience supporting team leadership activities including managing escalations coordinating rotas and helping to prioritise team workloads.
• Self-motivation flexibility initiative and integrity are required to ensure that our clients and the Netcompany management have a high degree of confidence in the candidates ability to efficiently deliver within the role with minimal intervention.
• Must be willing to travel for projects if / when required.
• This position requires 24 / 7 / 365 day cover so candidates must be flexible and able to work out of hours as part of an on-call rota

Essentials

• Must be willing to do UK based travel for projects.
• Must have the right to work in the UK
• Must be able to attain a UK Security Clearance

Benefits include

• 25 days holiday
• Private Medical Health care via Vitality
• Pension contribution Life Assurance
• Professional certifications supported as part of learning and development.
• A range of retail discounts to enhance your lifestyle encompassing restaurants supermarkets travel leisure activities and health and well-being services.
• Access to our Employee Resource Groups our groups represent diverse backgrounds and provide a platform for colleagues to connect learn and support one another.

Company information

Join Netcompany where we proudly hold the 5th position on the esteemed UK Top 50 Best Places to Work in the Glassdoor Employees Choice Awards for 2024.

At Netcompany we pride ourselves on our entrepreneurial spirit and our capacity for doing things differently. Our culture is built on fostering low bureaucracy emphasizing high agility and promoting flexibility enabling everyone to contribute their best.

Our journey began in the UK with the acquisition of Hunter Macdonald in 2017. As one of Northern Europes most accomplished IT companies we have expanded our headcount globally to 7400 employees and have offices in UK Denmark Norway Poland Holland and Vietnam.

Netcompany is committed to providing an inclusive and barrier-free recruitment process for anyone wishing to apply for a job with us. We operate a Disability Confident Interview Scheme which means that we offer guaranteed interviews to all applicants with a disability who meet the minimum criteria for a role. Applicants are asked to opt in so please let us know if you wish your application to be considered under this scheme.

If you need any reasonable adjustments or extra support during the recruitment process please contact us at .

Remote Work: No

Employment Type: Full-time

Key Skills

General Services,Law Enforcement,Access Control,ABAP,Content Editing

Experience : years

Vacancy : 1