Major Incident Manager
A fantastic opportunity has arisen for a Major Incident Manager to join our London based law firm on a permanent basis.
Major Incident Manager
Responsibilities and Duties:
* Major Incident Management within shift and OOH on rotation.
* Oversee and drive Incident Management activities, including the resolution of Major Incidents. This will often involve bringing together multiple global teams and resources to bring about the efficient and effective restoration of service. In addition to managing technical resolution, the team is expected to communicate progress within the wider IT community. It is therefore essential that the Major Incident and Experience Manager is highly customer-focused and can effectively communicate with people across all levels of IT management.
* Work to improve the reliability of IT Services and the end-to-end Customer Service through Experience Level Management. Also, play an active role in the Experience Management Group (XMG) - chairing the forum where required.
* Drive both reactive and proactive Problem Management activities, including the collation and analysis of data that helps manage activities in the follow-up to major incidents and identifies general trends. Work with technical teams using this data to drive root cause elimination as part of an incident reduction programme.
* Retain a working knowledge of the Change and Release Management processes...