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We are looking for a Major Incident Manager to join a leading insurance company!
Length: 6 Months
Location: Hybrid - 2 days per week in Office (office location of choice across the UK is flexible)
IR35: Inside
Purpose of Role:
* To ensure effective co-ordination and management of Incidents in order to return service as quickly as possible while managing key stakeholder communications and expectations.
* Prevent incidents from materialising into Major incidents through remediating root causes, proactive management of incidents that may cause a Major Incident or other event with substantial impact to our business.
* To ensure the effective identification and resolution of trends and root causes that could cause a negative impact to service stability.
Key Accountabilities:
* Act as escalation path for major and critical incidents to ensure service is restored.
* Direct and coordinate the Major Incident process, coordinating activities of resolver teams including specialist support groups / third-party suppliers.
* Monitor and in some circumstances manage escalating or potential service disrupting Incidents at P3 level.
* Ensure accurate, timely, proactive communications with key stakeholders through Incident / Major Incident lifecycle.
* Ensure 3rd party suppliers fulfil their contractual obligations, especially with regard to SLAs for incidents, root cause analysis, monitoring trends and problem resolution.
* Plan, execute and document appropriate follow-up activities relating to Major Incidents ensuring that a Problem Record is created and actioned.
* Monitor performance of the end-to-end Incident management process across the integrated supply chain.
* Oversee the incident management process and team members involved in resolving the incident.
* Prioritize incidents according to their urgency and influence on the business.
* Produce documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures.
* Adjust the incident management process as required to ensure its effectiveness.
* Communicate with upper management if major issues are found in the IT system.
* Manage the incident team members by re-assigning workloads and re-scheduling non-urgent tasks.
* Contribute to design and development of Incident Management processes, tools, templates, documents and reports.
* Provide education, guidance, support, to ensure adoption of and adherence to Incident management processes.
* Communicate with internal stakeholders / 3rd party suppliers to highlight risks, issues, dependencies, conflicts and actions needed to improve service quality and stability.
* Identify opportunities for improving service operations processes to drive cost and process efficiencies.
* Support operational priorities and assist other teams across the department; travel may be required.
* The role involves managing major incidents on a rota basis, including out-of-hours support and handling complex releases into the live environment.
* Demonstrate required behaviours in line with expectations of the role.
Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.
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