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Major Incident Manager

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Job title

Major Incident Manager

Job description

We are currently recruiting for a Major Incident Manager, ITSM process lead to provide high quality, professional major incident management as part of a 24x7, 365 Major Incident Management team.

Key Responsibilities include:

  • Quickly understanding customer issues from a business impact perspective, draw logical conclusions, make sensible suggestions that meet the strategic direction and customers' needs and engage other vendors/ suppliers to support.
  • Responsible for assessing situations, making appropriate interventions, managing resolution activities, and communicating this to both technical and non-technical stakeholders.
  • Ensure major incidents are managed effectively, managing the expectations for stakeholders, and acting as a point of contact for business areas using language understood by those stakeholders.
  • Manage and report on core ITSM processes such as Incident, Problem, Change, Service Level management.
  • Subject Matter Expert (SME) in the specific process area, representing the process to all stakeholders, reporting on performance, and developing recommendations for continual service improvement.
  • Supporting and nurturing process improvements and knowledge base improvements
  • Contributing to the objectives of the wider Service Management and Operations team.

Skills / Experience Required: -

  • Strong communication, interpersonal and presentation skills for working with teams at all levels including client stakeholders.
  • Prior experience of Major Incident and other ITSM processes
  • Strong knowledge on Service Now – mainly in Problem, Change, Major Incident and Reporting modules.
  • Excellent leadership skills and ability to collaborate with team members.
  • Experience of working with teams in India.
  • Ability to analyse a high volume of technical data and work in a fast-paced environment.
  • Strong problem solving, analytical, and time management skills.
  • Ability to work to deadlines including attention to detail and multitasking skills

If you feel you have the skills and experience needed for this role; please do apply now.

Interested in this role?

Enter your details and register your interest with us

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