Major Incident Manager
Job Description
Job title: Major Incident Manager
Company: Telefónica Tech
Job description: Company Description
Telefónica Tech is a leading provider of innovative tech services for the B2B market with a worldwide presence and strategic hubs in Spain, Brazil, UK and Germany. The company helps leading brands and organisations across the UK and Ireland unlock the power of integrated technology for all businesses, bringing together in one place a unique combination of, the best people, with the best tech and the best platforms in a simplified manner, to make a real difference to every business, every day.
We have an end-to-end portfolio of market leading services and develops integrated technology solutions to accelerate tech adoption through its two core divisions of Tech Cyber security & Cloud and Tech Intelligence of Things. The company has a diverse, highly trained and globally located talent pool of over 2000 employees and serves more than 5.5m customers every day with a service reach in 175 countries. Its dynamic partner ecosystem includes over 300 cutting edge businesses, as well as strategic agreements with all market leaders.
Job Description
We are recruiting an experienced Major Incident Manager (MIM) to join the ITSM team within our Cross-Functional Services group. The right candidate will have proven experience as a Major Incident Manager within the IT industry and be able to demonstrate the ability to drive Major Incident Investigations through to resolution whilst adhering to governance processes ensuring a controlled urgency. The right candidate will also play a primary role in the production of all Root Cause Analysis (RCA’s) documentation and Problem Reports (PR’s) related to Major Incidents.
Working as part of an established team reporting to the IT Service Management (ITSM) Team Lead, your primary responsibilities will be to take ownership of all Major Incidents as soon as possible by setting up a Major Incident bridge, ensure that all required, available expertise is in attendance, prioritise, drive and record all investigation and remedial activity and provide the business stakeholders and Telefónica Tech customers with regular progress updates. To ensure knowledge continuity, you will be a key participant in all post Major Incident RCA investigations and associated problem reports. In addition, you will be required to take an active role in identifying process and service improvements as part of Telefónica Tech’s drive for continuous improvement.
The role is mostly Field based but will require occasional travel to our offices in London, Cambridgeshire, Cheshire and Belfast
This is a fantastic opportunity to work within an interesting and varied company who offer a busy yet friendly place of work.
Key Responsibilities:
- Record and classify received incidents and undertake with immediate effort to restore failed IT as swiftly as possible
- Coordinate and drive the restoration of Service for Major Incidents within the associated Service Level Agreements (SLA’s)
- Ensure all appropriate Subject Matter Experts (SME’s) are engaged and actively participating in the Incident investigation
- Prioritise and record all technical resolver groups investigation activity
- Manage and coordinate all Third party / vendor engagement appropriate to the incident investigation
- Manage escalations to senior Management and leadership teams to ensure appropriate awareness, engagement and focus
- Associate Incidents with Knowledge Base articles or known error records
- Produces accurate and timely communications tailored to the relevant audience (Senior Leadership, stakeholders and customers)
- Support Problem Management team with the production of RCA’s
- Support Service Desk and technical resolver teams with the Creation of knowledge articles on learnings
Skills & Experience:
- A minimum of 5 years’ experience of Incident Management
- ITIL Qualified
- Good written and verbal communication skills
- Experience in a client facing role and excellent Phone Manner
- DBS clearance required, organised by our vetting team
- SC+ clearance required, organised by our vetting team
Additional Information
Rolling 16 day 4 on / 4 off pattern:
- 4x12hr consecutive days
- 4x consecutive days off
- 4x12hr consecutive nights
- 4x consecutive days off