Major Incident Manager

Job Title: Major Incident Manager
Contract Type: Permanent
Location: Lichfield
Salary: £25000 - £27600 per annum, Benefits: Bonus
Start Date: 2018-07-11
Reference: DG/P/17704
Contact Name: James Hughes
Contact Email:
Job Published: May 11, 2018 12:46

Job Description

Do you work well under pressure and enjoy investigating problems? As the Major Incident Manager, you will act as a single point of contact for the critical escalations including all related communication. You will be accountable for agreeing and allocating an appropriate incident prioritisation code upon receipt of major incidents. You will understand and assess how the issue affects the client and identify the required actions to be taken

Stakeholder management is key to this role; you will be identifying, applying and testing potential resolutions to incidents, and collaborating with a variety of support individuals, including users and vendors to ensure the necessary recovery actions are taken and an excellent service delivered to the customer.

 Job Duties:
  • Implements stakeholder engagement including handling of complaints; problems and issues; managing resolutions; corrective actions and lessons learned; collection and dissemination of relevant information.
  • Uses feedback from clients and stakeholders to help measure effectiveness of stakeholder management.
  • Helps develop and enhance client and stakeholder relationships.
  • MIM Managers conduct reviews and close escalations after the closure criteria have been met.
  • Assesses, analyses, develops, documents and implements changes based on requests for change.
  • The role acts as a single point of contact for the critical escalations including all related communication.
  • The role conducts reviews and closes escalations after the closure criteria has been met. They identify and document escalation trends, conducting a post escalation review and collaborating with the Engineering team on product defects and escalation trends.
  • They supply regular status updates for all escalated service requests and evaluate escalation performance metrics.
In order to be considered for this role you will need to demonstrate:
  • Strong stakeholder management
  • Service Desk Background
  • Major Incident Experience
  • Work well under pressure

GSA Techsource Ltd operates as an Employment Agency when recruiting for permanent vacancies, and an Employment Business when recruiting for contract vacancies. All contract rates quoted are to Ltd companies.

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