Job Overview

MIM (Major Incident Manager), serves as the key contact for any Major Incidents raised that can severely impact the business. MIM ensures technical bridges are initiated, and arranges all required technical support teams to investigate, by applying a permanent fix or a workaround as quickly as possible, whilst also communicating and updating all key stakeholders, and managing any follow up questions raised. Managing all actions taken during investigations are made whilst the technical bridge is open until complete. Review and approve all Major Incident Reports (MIR's), produced by the SIAM supplier.

 

Main Duties

Taking ownership and making sure all Major Incidents are routed to the correct technical teams, and are highlighted as a priority, and dealt with accordingly. Manages all email communications sent to key stakeholders throughout the Major Incident All resolutions are implemented in accordance with the Change Management process when required. Supporting the Problem Manager with the ownership of all open Problem Records, and processing them until closed. Also providing cover for the Problem Manager when they are unavailable. Review and approve all Major Incident Reports (MIR's) produced by the SIAM supplier. Produce internal Post Incident Reports (PIR's) to the business. Take ownership of any escalations made during the Major Incident , and ensure these are pro-actively managed until closure. Performing the role of the Out Of Hours Duty Manager on a 6 week rota, by managing any Major Incidents out of hours.

 

What we are looking for

Experience of Service Management within a high-pressure IT Services environment Have excellent communication skills, both written and verbal. Able to communicate effectively and present technical statements and updates to various stakeholders. Able to make effective decisions and take responsibility quickly, with a structured and methodical approach ITIL v3 Foundation Certificate is desirable Experience with ServiceNow (IT Service Management tool) A broad understanding of modern technologies and platforms, particularly networks, hosting, cloud, firewalls, web services, SAP, SharePoint, Active Directory and such forth. A broad understanding of environment platforms; on-prem, AWS, Flex, Azure, hosted cloud both physical and virtual