Major Incident Manager
Major Incident Manager - Belfast
The Major Incident Manager will be reporting operationally to the Senior Major Incident Manager and on a day-to-day basis, working as part of a team of Major Incident Managers taking ownership of all major incidents and acting as the conduit of information flow between Service Delivery Managers and Recovery
Essential:
- Previous experience in high-priority incident management in a multi-client or shared service environment
- ITIL awareness
In addition you will also have:
- Knowledge of Remedy or similar tools and the Incident Management process
- Ability and willingness to work as part of an On-Call ROTA (weekly shifts starting as early as 7:30am and as late as 11am)
- Willing to undergo SC clearance check if successful
What you will be doing:
- Managing high-priority incidents through to closure
- Verify Priority and reallocate as necessary
- Determine incident severity
- Ensure appropriate and timely progression through to resolution
- Coordination and communication throughout the incident life cycle
- Facilitate conference calls where necessary
- Escalate where appropriate
- Verification of resolution details
- Production of Management Incident Information
- Manage the progression and closure of other lower priority incidents.
- Conduct incident reviews with lines of service within agreed timescales