Major Incident Manager - Belfast
The Major Incident Manager will be reporting operationally to the Senior Major Incident Manager and on a day-to-day basis, 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
Essential:
* 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
* Ability and willingness to work as part of an On-Call ROTA (weekly shifts starting as early as 7:30am and as late as 11am)
* Willing to undergo SC clearance check if successful
What you will be doing:
* Managing high-priority incidents through to closure
* 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