Major Incident Management

Intuition IT Solutions Ltd

London, UK

3 days ago

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Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Expert

Experience required

7 years minimum

Working hours

Regular working hours

Job source

IT Management Information Technology

Must understand the overall setup of IT Services and roles played by various Service Providers and demonstrate technical knowledge pertaining to two or more technology areas.
Take the ownership to oversee the day to day operations relating to Incident Management
Manage Major Incidents or situations across providers
Manage high priority incidents from start to finish providing regular management updates to and bringing a satisfactory outcome for the customer
Running both technical conference bridges and business update calls
Documenting Issues, updating issues log, following issues to completion, and escalating issues to management team if needed
Driving decision making for incident resolution and minimizing impact to the business
Escalation to Senior IT Management
Providing incident updates to stakeholders
Capturing incident follow ups and completing formal Post Mortems
Identifying stability trends and escalating them through the Problem Management process
Coordinate decision making of critical, emergency break fix work by chairing conference calls and publishing formal communication
Take full responsibility and ownership of incident resolution and service improvement, acting as a first point of escalation for high priority incidents
Monitor the resolution of incidents involving multiple Service Providers and ensure it is within the SLA

Must be an experienced resource with Minimum 7+ years of experience in Incident Management with knowledge & sound understanding of various IT technologies/domains.
Very strong Influential relationship management skills with stakeholders, senior management, colleagues and external service providers.
Proven troubleshooting skills within a support environment including a strong sense of commitment and drive towards incident resolution
Passion for identifying problems that cause incidents and lengthen time to repair, and attacking the issues to eliminate the cause in our environment.
Understanding of foundational IT technical issues and relationships
Sensitivity and urgency in dealing with line of business outages.
Ability to influence and lead technical conversations with various infrastructure support groups.
Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organisation.Strong oral and written communication skills
Strong problem solving skills and the ability to logically break down a problem into smaller manageable parts to solve
Supervisory skills and the ability to leverage support from other parts of the organization
Proven expert in managing multiple stakeholders at all levels of the organization, but specifically at senior management level.
Understanding of Technologies & ITSM Tool
Coordination, negotiation, and persuasion skills