This is an excellent opportunity to prove your Major Incident Management skills in a truly challenging, and complex environment. In order to be successful in securing this role, candidates will need to demonstrate previous experience of managing Major Incidents using in house and vendor-based support teams.
Responsibilities
* Manage rapid response to major incidents and problems, ensuring that appropriate action is taken to investigate and resolve them, with minimal downtime to systems and services
* Ability to motivate/influence and support the response team to deliver rapid response to major incidents as they occur
* Ensure effective investigation of all incidents in line with service level agreements, providing a high level of customer contact / communication for critical incidents
* Conduct post incident review meetings
* Own the investigation of resolved critical incidents to determine root cause
* Provision of Major Incident reports to customers and the business
* Utilise problem management processes and procedures to analyse system failures and provide resolutions to reduce future incidents
* Recording of problem records, ensuring workaround for recurring problems are added to the knowledge base and communicated to the Help Desk
* Maintenance of known error records
* Manage business communications for IT change activity outside of core hours
* Where necessary, support the functional testing of IT change activity outside of core hours
* Proactive monitoring of IT systems and services
* Support the wider team with IT Operations activities as required
A Bit About You
* Ability to influence key stakeholders in achieving minimum disruption to the Stores & Web site IT infrastructure
* Excellent communication and organisation skills
* Proven track record in Incident and Problem Management
* Ability to effectively challenge when appropriate
* You will be a self‑motivated achiever who gains satisfaction from providing excellent customer service
* Substantial proven experience of successfully managing major incidents
* Ability to work well under pressure and lead a team to resolve major incidents
* Ability to think logically, analyse situations and problem solve
* Proficient in knowledge of IT Infrastructure (hardware, databases, operating systems, local area networks etc.)
* Broad knowledge and understanding of IT concepts and architectures
* Shows aptitude for analysing and managing problems arising from incidents
* Substantial experience in a complex airport environment is highly desirable
* Relevant ITIL qualifications, ITIL foundation as a minimum
* Experience of using ServiceNow/Jira is highly desirable
Selfridges
#J-18808-Ljbffr