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Major Incident Manager

Major Incident Manager | Permanent | West Sussex

Incident | Major Incident | ITIL

Incident managers are required for one of my clients based in West Sussex who are a highly reputable managed service provider. They are looking for a range of Incident Managers with experience in major to minor priority incidents. This is a superb opportunity to work within a very collaborative environment and get excellent learning, development and career opportunities.

Key Responsibilities:
  • Engaging and ongoing liaison with Service Operations Centre Manager, Tier 3 Service Desk Analysts, other internal resources and Third Parties
  • Lead technical conference calls to identify timely resolutions to all Priority 1 incidents
  • Production and delivery of Major Incident Reports within defined SLA
  • Liaising with Problem Management for Root Cause Analysis
  • Manage and maintain Priority 1 tracker
  • Documentation of Post Incident Reviews (PIR’s)End to end responsibility of the management, communication and escalation of Priority 1 incidents, ensuring normal service operations are restored as quickly as possible.
  • Working collaboratively to achieve a plan to ensure SLA’s are met and exceeded.
  • Coordinating rapid response teams ensuring that appropriate action is taken, with minimal downtime to customer systems and services.

Key skills:

  • Major Incident Management within an operational business demonstrating strong management of high priority Incidents.
  • Incident Management within an operational business demonstrating strong case queue management.
  • An understanding of service governance methodologies e.g. change management
  • ITIL v3 framework qualification minimum Foundation level
  • Strong negotiation and analytical skills
  • Excellent stakeholder management
  • Sound judgement particularly in relation to Service risk and issues management
  • Must possess the business acumen to assign the correct Incident Priority to all cases
  • Must be able to converse at a senior level with customers
  • Be able to work effectively with technical and non]technical
If you are interested in this position please send me your most up to date CV to or simply call me on my direct dial 0121 237 3215.

Major Incident Manager | Permanent | West Sussex
Release/Change Managers
West Sussex
Job type:
Up to £26,000

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