Senior Major Incident Manager

Key Accountabilities and main responsibilities

• Strategic Focus
• Running Incident forums for incidents breaching SLA and complex low priority incidents where restoration is difficult
• Operational Management
• Other operational responsibilities such as reviewing operational artefact, incident ticket quality assurance
• Continual Incident Management related education for Process Practitioners and the Business (both formal and informal)
• Developing, analyzing and the timely delivery of insightful Incident Management related reports
• Conduct post Incident Reviews between IT and the Business
• Management and continual improvement of the Major Incident Management process (shared responsibility)
• Managing the recovery activities and communication of all Major IT incidents within customer centric SLAs
• Includes all stakeholder communications across various Senior and Executive sponsors throughout the organization, driving IT (including Vendors / Partners) and Business teams to restore services (both internal and external providers) on a 24 x 7 on-call shared rostered
• Coaching and mentoring the junior MIMs in the team
• People Leadership
• Mentoring the junior MIMs and guide them in their BAU
• Represent war rooms during major incidents
• Provide accurate reporting to the senior management
• Governance & Risk
• Ensure key performance indicators are measured, analyzed and accurately reported to stakeholders for incidents of all priorities
• Governance across all Incident priorities (SLA performance, quality, and process adherence)
• Experience & Personal Attributes
• 8 + yearsexperience working in an IT department of a large enterprise organization with complex systems and infrastructure
• Excellent working knowledge of reporting tools, meta-data, metrics, and analysis
• Highly motivated with strong Major incident management skills
• Proven knowledge of Service Level Management & ITIL frameworks
• Ability to interact in a professional manner and build relationships with a broad range of people
• Expert in communication and facilitation skills with internal and external customers at all levels
• Ability to work under pressure & prioritize appropriately
• Excellent planning and organizational within multi-tasking environment
• An understanding of IT infrastructure and Applications
• Third Party Vendor management
• Ability to effectively manage time, priorities work, multi-task across many issues
• Outstanding ability to analyses, isolate and interpret incidents, queries and manage appropriately
• Ability to co-ordinate several teams to resolve incidents

Skills Required

Vendor Management