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.