Job Description
Salary: up to £60,000 plus on call charges and excellent benefitsLocation: Newtonabbey, Belfast - 3 days per week on site
Must be eligible for SC clearance
Our client is looking for a Major Incident Manager who will be working as part of a team of Major Incident Managers taking ownership of all major incidents and acting as the conduit of information flow between Service Delivery Managers and Recovery. In addition the Major Incident Manager will be responsible for ensuring the timely progression and resolution of all high-severity major incidents in line with the agreed Major Incident Management Process and assist with developing and implementing process and service improvements across the team.
Experience needed:
Essential:
* Must have previous experience as a Major Incident Manager
* Previous experience in high-priority incident management in a multi-client or shared service environment
* ITIL awareness
In addition you will also have:
Knowledge of Remedy or similar tools and the Incident Management process
What you will be doing:
Managing high-priority incidents through to closure - Incident volume: 60-150 P1/P2 incidents per month
Verify Priority and reallocate as necessary
Determine incident severity
Ensure appropriate and timely progression through to resolution
Coordination and communication throughout the incident life cycle
Facilitate conference calls where necessary
Escalate where appropriate
Verification of resolution details
Production of Management Incident Information
Manage the progression and closure of other lower priority incidents.
Conduct incident reviews with lines of service within agreed timescales
If you have the above experience please submit your CV immediately