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Major Incident Manager - Glasgow

Technology - IT- Infrastructure
Ref: 4813 Date Posted: Thursday 08 Jun 2017
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Nine Twenty are delighted to be assisting in the recruitment of a Major Incident Manager for their client on the outskirts of Glasgow. 

The major incident manager coordinates service restoration efforts and is accountable for all communications around a major outage.

Responsibilities/Accountability:

  • Use ITOA tools to understand actual user experience
  • Maintain known error records
  • Build close partnership with service desk and resolver teams to drive process improvements
  • Author major incident reports
  • Maintain major incident register to a high standard
  • Drive efforts to ensure no major incident recurrence
  • Chair major incident calls with clients, 3rd parties and internal resolver groups
  • Document and communicate technical recommendations with supporting cost/benefit analysis

Skills/Experience

  • Excellent verbal and written communications with proven report writing skills
  • Ability to adhere to governance standards and processes
  • Strong interpersonal and relationship building skills. You must be able to work as part of a team.
  • IT knowledge (broad rather than deep) of IT systems and technology
  • Data analysis experience and structured approach to problem solving
  • Strong Excel skills including pivot tables and experience using other Microsoft Office applications
  • Proven customer support experience in a large global IT service support environment
  • Experience with Service Now or another ITSM tool preferred
  • An understanding of Service Level Agreements and their application
  • Experience and a strong understanding of ITIL process areas
  • Excellent customer service skills and an ability to listen and understand the customer's requirements
  • Experience working with technical staff and 3rd parties
  • Previous experience working with senior client stakeholders (director or C-level)

Qualification/Certification requirements

  • ITIL certification preferred
  • IT or business degree preferred
  • Driver’s licence preferred

To apply for this position, please get in touch with Rachael at Nine Twenty.