Major Incident Manager - £65,000 - £75,000 + Bonus & Benefits (Package £100 - £120K+) Bristol (Office Based) – Technology Infrastructure
Overview:
An exciting opportunity has arisen with a market leading software company for an experienced MIM. We are looking for a self-driven professional, to assist with operational support of customer-facing SaaS products.
This is an excellent opportunity to join a market leading software company, joining a high performing, global operations team which is goaled to ensuring the highest service levels of availability of the mission critical software services provided.
Role & Responsibilities:
* Attend war rooms to oversee and assess performance of the MIM (Incident commander) chairing the war room in line with Incident Management process per SOW
* Own the Process governance and adherence – call out and educate/re-educate on process non- adherence.
* Functional process owner for the Incident and Major Incident Management process
* Taking ownership for matrix managed resources to restore normal service operation as quickly as possible to minimize the impact to service and business operations
* When required, act as a point of contact for all Major Incidents.
* If required, represents the first stage of escalation for Major Incidents.
* If required, responsible for planning and coordinating all the activities required to perform, monitor, and report on the process during a live incident.
* Ensure the closure of all resolved and end-user confirmed Incident records
* Ensure traction and report daily on the progress of Problem Reports
* Provide guidance to the various support teams with regards to the incident process.
* Determines if an incident needs to be escalated according to priority and severity of the issue.
* Feed into the monthly Service Reviews, including full summaries of all Major Incidents for the respective months
* Meet monthly with Service Managers to discuss process shortfall, improvements/new initiatives.
* Ability to coordinate and chair Major Incident war rooms during a live incident, must be able to take active lead in driving restoration of service.
* Deep analysis into Incidents, root causes, weaknesses, corrective actions etc.
Package:
* £65,000 - £75,000 basic salary
* Bonus of 25%
* Excellent Share Options
* Package in excess of £100k
Major Incident Manager - £65,000 - £75,000 + Bonus & Benefits (Package £120k+) – Bristol (Office Based) – Technology Infrastructure