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Major Incident Manager

  • Location

    Preston, Lancashire

  • Sector:

    Aerospace and Defence

  • Job type:

    Contract

  • Salary:

    Up to £28.42 per hour

  • Contact:

    David Taylor

  • Contact email:

    David.Taylor@morson.com

  • Job ref:

    162954DTR_1559725338

  • Published:

    4 months ago

  • Duration:

    6 Months

  • Expiry date:

    2019-07-03

  • Start date:

    ASAP

  • Client:

    #

MAIN OBJECTIVE OF JOB:

o To coordinate the activities and follow the processes required to deliver and manage major incidents at agreed levels to business users and customers.

o Responsible for the governance and on-going management of restoration teams who manage the technology used to deliver and support services. These teams can be either internal support teams or third party partners and vendors.

o Is responsible for ensuring that routine tasks such as SMS and written communications are sent, ITSM ticketing system and dashboards are updated and all relevant reports are completed.

o Completion of input to Daily, Weekly and Monthly service reviews and monthly contractual reporting.

o Chair conference calls in an attempt to coordinate technical restoration activities and provide management updates on major incidents

o Prepare post incident reports and raise re-active problem tickets where appropriate

o Attend weekly CAB

o Liaise with transition teams and Early Life Support teams re new projects and services

PRINCIPAL ACCOUNTABILITIES:

· Manage the delivery of service through the use of Service Restoration Teams and management calls.

· To provide targeted, timely and useful information on planned and unplanned outages that allows the business to understand the impact of each unplanned outage and take the appropriate action.

· Governance of suppliers to ensure recovery of service to service level agreements

· Support implementation of new and existing processes for management of Major Incident Service Restoration and Communications.

BUSINESS EXPERTISE (company/industry knowledge):

· Extensive knowledge of IT Industry from Enterprise perspective

· Confident communication & service excellence skills

· Broad knowledge of Customer organisation and priorities

· Experience in a service desk environment with team leader or management duties.

FUNCTIONAL KNOWLEDGE REQUIRED (qualifications/experience):

· A strong leader who can work in a sometimes stressful operational role where restoration of service is paramount

· Strong communication skills: oral, written, presentation, facilitation

· Technical understanding with ability to translate into business impact

· ITIL lifecycle experience (particularly Operations)