Job Overview

• MIM (Major Incident Manager), serves as the key contact for any Major Incidents raised that can severely impact the business.
• MIM ensures technical bridges are initiated, and arranges all required technical support teams to investigate, by applying a permanent fix or a workaround as quickly as possible, whilst also communicating and updating all key stakeholders, and managing any follow up questions raised.
• Managing all actions taken during investigations are made whilst the technical bridge is open until complete.
• Review and approve all Major Incident Reports (MIR's), produced by the SIAM supplier.

Main Duties

• Taking ownership and making sure all Major Incidents are routed to the correct technical teams, and are highlighted as a priority, and dealt with accordingly.
• Manages all email communications sent to key stakeholders throughout the Major Incident
• All resolutions are implemented in accordance with the Change Management process when required.
• Supporting the Problem Manager with the ownership of all open Problem Records, and processing them until closed.
• Also providing cover for the Problem Manager when they are unavailable.
• Review and approve all Major Incident Reports (MIR's) produced by the SIAM supplier.
• Produce internal Post Incident Reports (PIR's) to the business.
• Take ownership of any escalations made during the Major Incident , and ensure these are pro-actively managed until closure.
• Performing the role of the Out Of Hours Duty Manager on a 6 week rota, by managing any Major Incidents out of hours.

What we are looking for

• Experience of Service Management within a high-pressure IT Services environment
• Have excellent communication skills, both written and verbal. Able to communicate effectively and present technical statements and updates to various stakeholders.
• Able to make effective decisions and take responsibility quickly, with a structured and methodical approach
• ITIL v3 Foundation Certificate is desirable
• Experience with ServiceNow (IT Service Management tool)
• A broad understanding of modern technologies and platforms, particularly networks, hosting, cloud, firewalls, web services, SAP, SharePoint, Active Directory and such forth.
• A broad understanding of environment platforms; on-prem, AWS, Flex, Azure, hosted cloud both physical and virtual