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Major Incident Manager

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  • UK, London
  • £550+ per day
  • Contract , 6 months
  • Full time

Operating and maintaining the Incident management process and governance framework.

Manage the resolution of major issues with internal and external teams.

Communicates incident status, resolution and business impact to internal, external and executive stakeholders.

Collaborate with a variety of technical teams, project managers, and executive leadership to get the right results.

Ability to prioritise multiple high priority issues, at any given time, without sacrificing SLA commitments.

Manages the completion of the Post Incident Review/Major Incident follow up actions for all high severity, critically impactful incidents. Ensuring all service improvements identified are put in place.

Gathering data and generating reports within ITSM toolset to provide trending of major incidents, promote best practice, prevent recurrence and drive root cause analysis.

Ensuring all MoJ suppliers are adhering to all KPI’s through quality and reporting checks.

Proactively liaIsing with the risk team to ensure all business issues, where appropriate, are managed by the risk management team to conclusion.

Represents the team on all Change Advisory Boards and Major Change walkthroughs.

Management of all escalations or queries on the incident/major incident process.

Governs all supplier actions.

Conduct reviews into effectiveness of Incident Management, driving continuous cycle of service improvement, managing a continual service improvement log.


Essential Skills:

● Can effectively manage changes to service, configuration items, organisational change, supplier change and associated documentation. Is able to request changes due to incidents or problems.

● Proactively identifies and owns incidents, using analytical skills to provide the appropriate solution and puts in place preventative measures, taking full accountability for actions taken and decisions made.

● Understands and identifies problems, analysing and helping to identify the appropriate solution. Is able to classify and prioritise problems, document their causes and implement remedies.

● To provide effective control of incidents and reduction of risk to security, performance and availability.

● Using analysis to construct successful outcomes. To provide compelling business cases in pursuit of budget, in order to address root causes of problems.

● Contributes to the work of the community actively networking with others and engaging

initiative to identify issues and rectify them. Working the team to provoke the right responses. Building success, and ensuring they come together to deliver an exceptional IT service, maintaining focus on delivery, getting the best out of underlying services and also being aware of the importance of professional development.

● Has an in-depth Understanding of Service Management Framework principles and processes, and can apply technical knowledge in all activities.

● Is user-focused, ensuring always that IT services meet those needs, in a continual cycle of service improvement. Engaging in meaningful interactions and relationships with users putting our users at the very peak of competing priorities.

  • Quote ref: 990039/21196

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