Major Incident Manager
Major Incident Manager required for Oxford based client.
Maintain Major Incident Management within Logistics using an ITIL framework.
Managing Major Incidents, ensuring that they are logged, progressed, updated, authorised, expedited and resolved within the agreed timeframes
Own and issue all communications during a Major Incident
Chairing conference calls with relevant participants including senior management ensuring that appropriate internal escalation occurs
Ensuring that appropriate third party escalation occurs Identifying appropriate timelines and targets for recovery actions, feedback and communications
Assessing the need for appropriate handover of responsibilities to maintain optimum performance of the recovery team over an extended duration
Highlighting risks and issues in actions identified during any Major Incident
Evaluating recovery actions to ensure that a recovery plan exists or is being actively produced
Suggesting workarounds and methods of speeding up the recovery of an incident
Continually reviewing engagement within the recovery and identify any additional support teams, individuals or third parties who could add value or those that can be stood down.
Performing root cause analysis and preventative management as required, ensuring that all necessary parties are informed and involved in the process
Participating in post Major Incident review following successful recovery
Ensuring actions from post Major Incident reviews are addressed or registered as risks or issues
Interfacing with Problem Management to ensure the correct transition of incidents and actions occur between Incident management and problem management.
Create detailed Major Incident Management processes following the framework created by Group Technologies Service Management and existing 3rd party processes
Identify and implement efficiencies to the Problem and Major Incident Management processes, utilising process efficiency and continuous improvement methodologies
Identify information to enhance the Known Error database
Maintaining the Major Incident Management process:
Reviewing and updating process documentation ensuring that key support information such as emergency contact lists are kept up to date.
The successful applicant will have a minimum of ITIL Foundation, previous experience of working in an incident manager role and excellent customer service skills.
Please note you will be required to work shifts, and one in three weekends.
Full job spec available upon request
Meridian Business Support is acting on behalf of our Client as a Recruitment Agency.