Overview
An IT Major Incident Manager (MIM) is responsible for coordinating, managing, and resolving high‑impact IT incidents that disrupt critical business services. Their job is to restore service as quickly and safely as possible while maintaining strong communication with technical teams and stakeholders. This role is for a UK based Utility company and hence demands a highly experienced Major Incident Manager. Candidate will also perform Incident and Change Analyst role when there is no Major Incidents.
Responsibilities
1. Major Incident Management: Lead the response to P1 / high‑severity incidents. Bring together cross‑functional technical teams to diagnose and resolve issues. Ensure the incident is worked on 24/7 until resolved, if required.
2. Communication & Stakeholder Management: Send comms (text and email) to all the stakeholders within 15mins – 20mins. Provide timely updates to leadership, business owners, and customers. Document timeline, progress, risks, and expected resolution times.
3. Root Cause & Post‑Incident Activities: Ensure incident reports (RCA / PIR) are created. Facilitate deep‑dive reviews to identify root cause and preventive actions. Track follow‑up actions with respective teams.
4. Process Governance: Maintain and improve the Major Incident Management (MIM) process. Work closely with Problem, Change, and Service Desk teams. Monitor SLAs and KPIs (MTTR, number of P1s, etc.). Drive initiatives to reduce repeat incidents. Analyze incident trends to improve service reliability.
Change Analyst
* Review of all changes on a daily basis, ensuring high quality and completeness of changes by coordinating with the requestor and technical SMEs.
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