Major Incident Manager

Avance Consulting; Wokingham; On-site; GBP 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a Major Incident Manager to oversee critical incident resolutions and ensure effective communication across teams. This role involves managing cross-organizational teams, utilizing cutting-edge technology, and applying ITIL best practices to enhance incident management processes. The ideal candidate will possess strong crisis management skills, excellent communication abilities, and a customer-focused mindset. Join a dynamic environment where you can make a significant impact on service delivery and operational excellence.

Qualifications

• 6+ years in crisis management for technical escalations.
• Strong understanding of ITIL processes and ServiceNow ITSM.

Responsibilities

• Manage restoration of Major Incidents and keep stakeholders updated.
• Conduct post-event analysis and collaborate with engineering teams.

Skills

Crisis Management

ServiceNow ITSM

ITIL Processes

Communication Skills

Organizational Skills

Customer Focus

Technical Literacy

Project Management

Tools

ServiceNow

Job description

Role description: (Please include a brief outline of the impact this role will have, including an overview of customer industry and projects, access to cutting-edge technology, etc.) Major Incident Management

Key responsibilities: (Up to 10, avoid repetition)

1. Accountable for the successful and timely restoration of all Major Incidents assigned, keeping the business and customers updated.
2. Assemble, collaborate with, and manage cross-organizational teams during incident resolution.
3. Support accurate and consistent maintenance of technical and management escalation processes.
4. Provide support and effective communication during customer outages.
5. Conduct event analysis using the ITIL framework to assess severity and impact.
6. Facilitate resolution efforts and determine when to engage additional resources if progress stalls, in coordination with stakeholders.
7. Engage escalation management resources as needed.
8. Manage customer and internal communications at an executive level.
9. Conduct post-event analysis leveraging ITIL problem management processes and collaborate with engineering to prevent recurrence.
10. Manage and report ongoing CritSit metrics.

Key skills/knowledge/experience:

• Minimum of 6+ years' experience in critical/crisis management for technical customer escalations.
• Good understanding of ServiceNow ITSM platform and ITIL processes.
• Excellent verbal and written communication skills.
• Ability to communicate confidently and clearly across all organizational levels via conference calls, meetings, and email.
• Strong organizational skills to manage multiple tasks simultaneously.
• Customer-focused, proactive, and able to take ownership.
• Ability to craft appropriate communications for affected operational groups and manage incident conference calls.
• Extensive experience supporting and managing technical environments with demonstrated leadership in fast-paced situations.
• Technical literacy with the ability to articulate issues to engineers and executives.
• Crisis management skills: setting priorities, managing multiple threads, reflecting current status, and driving towards resolution.
• Calmness under stress.
• Team player with influential skills and good cross-functional relationships.
• Excellent project management skills with experience managing cross-team projects requiring influence.

* Free services are subject to limitations.