Major Incident Manager

We are looking for a Major Incident Manager to join a leading insurance company!

Purpose of Role:

• To ensure effective co-ordination and management of Incidents in order to return service as quickly as possible while managing key stakeholder communications and expectations.
• Prevent incidents from materialising into Major incidents through remediating root causes, proactive management of incidents that may cause a Major Incident or other event with substantial impact to our business.
• To ensure the effective identification and resolution of trends and root causes that could cause a negative impact to service stability

Key Accountabilities:

• Act as escalation path for major and critical incidents to ensure service is restored.
• Direct and coordinate the Major Incident process, coordinating activities of resolver teams including specialist support groups / third-party suppliers.
• Monitor and in some circumstances manage escalating or potential service disrupting Incidents at P3 level
• Ensure accurate timely, proactive communications with key stakeholders through Incident / Major Incident lifecycle.
• Ensure 3rd party suppliers fulfil their contractual obligations, especially with regard to SLAs for incidents, root cause analysis, monitoring trends and problem resolution.
• Plan, execute and document appropriate follow up activities relating to Major Incidents ensuring that a Problem Record is created and actioned.
• Monitor performance of the end to end Incident management process across the integrated supply chain.
• Overseeing the incident management process and team members involved in resolving the incident.
• Prioritizing incidents according to their urgency and influence on the business.
• Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures.
• Adjusting the incident management process as required to ensure its effectiveness.
• Communicating with upper management if major issues are found in the IT system.
• Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks.
• Contribute to design and development of Incident Management processes, tools, templates, documents and reports.
• Provide education, guidance, support, to ensure adoption of and adherence to Incident management processes.
• Communicate with internal stakeholders / 3rd party suppliers to highlight risks, issues, dependencies, conflicts and actions needed to improve service quality and stability
• Identify opportunities for improving service operations processes to drive cost and process efficiencies.
• As a member of the wider SI&O team; proactively support operational priorities and assist other teams across the department where required. There may also be a requirement for business related travel.
• The role is on a Rota for managing major incidents on an on-call out of hours basis. From time to time non-standard hours of work may also be required to meet significant operational workloads across SI&O e.g. complex releases into the live environment.
• Demonstrate required behaviours in line with expectations of the role.

Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.