Major Incident Manager

The Incident Manager role is a critical role within the Technology Team and supports Major incidents and Incidents for all services supported from a technology perspective within the DfE.

As a Major Incident Manager, your main responsibilities will be to:

• Manage Major Incidents and incidents in line with the agreed policy, procedures and process which will include out of hours support on a rotation basis.
• Lead and coordinate Priority 1 (P1) and Priority 2 (P2) Major Incidents, working with technical resolver teams and stakeholders to restore critical services as quickly as possible.
• Review incident and request performance data to see if service levels and key performance indicators are achieved. Create plans for action if they have not been achieved.
• Raise the quality across ITIL processes; lead a culture of continual service improvement supported by data and feedback.
• Work with Resolver Groups to complete initial root cause analysis (RCA) reports to support preventative action when required.
• Provide clear and timely communications to technical teams, senior stakeholders and service users throughout the lifecycle of Major Incidents.

• Experience in a similar Major Incident Manager or Incident Manager role within a large-scale, complex organisation.
• Proven experience leading and managing P1 and P2 incidents.
• Working knowledge and experience of operating within IT service management frameworks, including Incident Management, Service Level Management and Customer Support.
• Experience in resolving complex and challenging technical issues with sensitivity and professionalism.
• Excellent oral and written communication skills when presenting complex information to technical and non-technical audiences, including during high-pressure service incidents.
• Ability to identify and seek opportunities for service and business improvement, using data to provide a strong evidence base.

Desirable:

• Experience using ServiceNow or a comparable IT Service Management (ITSM) tool for Incident and Major Incident Management.
• A recognised service management qualification such as ITIL V3 or 4 qualification.
• Worked in an agile, delivery focused environment.
• Good understanding of IT technologies, Microsoft Office, especially Excel for service level and performance analysis.

Please be aware that this role can only be worked within the UK and not Overseas.

Disability Confident

As a Disability Confident employer, DfE encourage applications from disabled and neurodivergent candidates. Applications from candidates who identify as having a disability and meet the essential criteria for the role will be prioritised for review. Where application volumes are high, additional role-specific and desirable criteria may be applied as part of the shortlisting process which may include holding active security clearance.

In applying for this role, you acknowledge the following “this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different”.