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Major Incident Manager

  • Location:

    City of London

  • Sector:

    Information Security

  • Job type:

    Contract

  • Job functions:

    IT Services

  • Salary:

    Up to £315 per day

  • Contact:

    Rich Horsley

  • Contact email:

    rich.horsley@lafosse.com

  • Job ref:

    81331_1659460385

  • Published:

    9 days ago

  • Duration:

    3 months

  • Expiry date:

    2022-09-13

  • Startdate:

    ASAP

La Fosse is working with a major European Bank who is carrying out an upgrade of critical applications (IT Technical Upgrade programme) and looking for a Major Incident Manager to work alongside a 3rd party support team to help manage, operate, and improve the Banks Incident Management process

The successful candidate will be given autonomy to carry out the role while meeting high-level objectives and managing key stakeholders.

Scope of Responsibilities

  • The Major Incident Manager is responsible for the end-to-end management of all IT major incidents. Their role and responsibilities are extremely varied and include (amongst others):
  • Leveraging technology to issue all communications and providing key stakeholder management
  • Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls
  • Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed
  • Matrix management of people, processes and resources including third parties - including resolving conflict to move forward to resolution
  • Being accountable for resolving the outage via workaround or permanent fix
  • Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident reviews
  • Supporting and nurturing process improvements and knowledge base improvements
  • Continually maintaining and developing tools and resources to manage major incidents effectively
  • Providing periodic major incident metrics reports
  • Management of Major Incidents and ensures effective interface to all associated processes (Major Incident Reporting, RCA, Problem Management, Knowledge Management)
  • Ownership and development of Operational Playbooks to drive swift resolution of major incidents
  • Facilitates the planning of all out of hours Change activity, ensuring effective communication, time planning, and preventing change or Business conflict
  • Participating and leading daily/Weekly operations calls to provide a review of major incidents, upcoming changes etc.
  • Stakeholder communication - email and Teams
  • Technical and Management bridges
  • Producing post incident reports
  • ITSM (Service Now) ticket management

Essential

  • Good technical knowledge across technology towers
  • Delivery Management / Major Incident Management
  • Strong customer communication skills
  • Able to interact with clients and deal with the challenges presented by
  • a strong client with a high degree of technical expertise
  • Managing of Major Incidents, providing leadership to resolution and clear communications throughout
  • Able to lead teams and drive activities within tight timeframes
  • Demonstrated ability to communicate IT issues to IT users, non IT users and executive leadership
  • Working understanding of networking, windows, Servers, databases, M365 etc.

Knowledge and Experience Required:

  • Operationally working in a global team and coordinating offshore resources
  • Experience of Multi-tasking
  • Qualifications
  • Preferred ITIL 4 qualification.

If you are interested, please hit apply!