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!
