Role #1: Major Incident Manager

Location: Golden Square, London, UK
Work Mode: Hybrid (2 Days/Week in Office)
Emp. Type: 6 Months Contract

Key Responsibilities:

• Must understand the overall setup of IT Services and roles played by various Service Providers and demonstrate technical knowledge pertaining to two or more technology areas.
• Take ownership to oversee the day-to-day operations relating to Incident Management.
• Manage Major Incidents or situations across providers.
• Manage high priority incidents from start to finish providing regular management updates to and bringing a satisfactory outcome for the customer.
• Running both technical conference bridges and business update calls.
• Documenting Issues, updating issues log, following issues to completion, and escalating issues to management team if needed.
• Driving decision making for incident resolution and minimizing impact to the business.
• Escalation to Senior IT Management.
• Providing incident updates to stakeholders.
• Capturing incident follow ups and completing formal Post Mortems.
• Identifying stability trends and escalating them through the Problem Management process.
• Coordinate decision making of critical, emergency break fix work by chairing conference calls and publishing formal communication.
• Take full responsibility and ownership of incident resolution and service improvement, acting as a first point of escalation for high priority incidents.
• Monitor the resolution of incidents involving multiple Service Providers and ensure it is within the SLA.