Major Incident Manager

Overview

The purpose of the IT Major Incident Manager role is to manage the recovery activities and communication of all Major IT incidents, including all stakeholder communications, driving IT teams to restore service (both internal and external providers), producing key Incident artefacts such as Incident Reports

Key Accountabilities and Main Responsibilities

Strategic Focus

• Running Incident forums for incidents breaching SLA and complex low priority incidents where restoration is difficult.

Operational Management

• Other operational responsibilities such as reviewing operational artefact, incident ticket quality assurance.
• Continual Incident Management related education for Process Practitioners and the Business (both formal and informal).
• Developing, analyzing and the timely delivery of insightful Incident Management related reports.
• Conduct post Incident Reviews between IT and the Business.
• Management and continual improvement of the Major Incident Management process (shared responsibility)
• Managing the recovery activities and communication of all Major IT incidents within customer centric SLA s. Includes all stakeholder communications across various Senior and Executive sponsors throughout the organization, driving IT (including Vendors / Partners) and Business teams to restore services (both internal and external providers) on a 24 x 7 on-call shared rostered.

People Leadership

• Leading War Rooms during Major IT Incidents.

Governance and Risk

• Ensure key performance indicators are measured, analyzed and accurately reported to stakeholders for incidents of all priorities.
• Governance across all Incident priorities (SLA performance, quality, and process adherence)

Experience & Personal Attributes

• Experience working in an IT department of a large enterprise organization with complex systems and infrastructure
• Excellent working knowledge of reporting tools, meta-data, metrics, and analysis
• Highly motivated with strong leadership skills
• Proven knowledge of Service Level Management & ITIL frameworks
• Ability to interact in a professional manner and build relationships with a broad range of people
• Experience in performing the Major Incident Management function
• Expert in communication and facilitation skills with internal and external customers at all levels
• Ability to work under pressure & prioritize appropriately
• Excellent planning and organizational within multi-tasking environment
• An understanding of IT infrastructure and Applications
• Third Party Vendor management
• Ability to effectively manage time, priorities work, multi-task across many issues
• Outstanding ability to analyses, isolate and interpret incidents, queries and manage appropriately.
• Ability to co-ordinate several teams to resolve incidents.

Essential Qualifications

• ITIL Foundation Certificate (minimum)
• ITIL Operational Support & Analysis (preferred)
• Tertiary qualifications or equivalent working experience
• Minimum 2 to 3 years in a similar position

Overview

The purpose of the IT Major Incident Manager role is to manage the recovery activities and communication of all Major IT incidents, including all stakeholder communications, driving IT teams to restore service (both internal and external providers), producing key Incident artefacts such as Incident Reports

Key Accountabilities and Main Responsibilities

Strategic Focus

• Running Incident forums for incidents breaching SLA and complex low priority incidents where restoration is difficult.

Operational Management

• Other operational responsibilities such as reviewing operational artefact, incident ticket quality assurance.
• Continual Incident Management related education for Process Practitioners and the Business (both formal and informal).
• Developing, analyzing and the timely delivery of insightful Incident Management related reports.
• Conduct post Incident Reviews between IT and the Business.
• Management and continual improvement of the Major Incident Management process (shared responsibility)
• Managing the recovery activities and communication of all Major IT incidents within customer centric SLA s. Includes all stakeholder communications across various Senior and Executive sponsors throughout the organization, driving IT (including Vendors / Partners) and Business teams to restore services (both internal and external providers) on a 24 x 7 on-call shared rostered.

People Leadership

• Leading War Rooms during Major IT Incidents.

Governance and Risk

• Ensure key performance indicators are measured, analyzed and accurately reported to stakeholders for incidents of all priorities.
• Governance across all Incident priorities (SLA performance, quality, and process adherence)

Experience & Personal Attributes

• Experience working in an IT department of a large enterprise organization with complex systems and infrastructure
• Excellent working knowledge of reporting tools, meta-data, metrics, and analysis
• Highly motivated with strong leadership skills
• Proven knowledge of Service Level Management & ITIL frameworks
• Ability to interact in a professional manner and build relationships with a broad range of people
• Experience in performing the Major Incident Management function
• Expert in communication and facilitation skills with internal and external customers at all levels
• Ability to work under pressure & prioritize appropriately
• Excellent planning and organizational within multi-tasking environment
• An understanding of IT infrastructure and Applications
• Third Party Vendor management
• Ability to effectively manage time, priorities work, multi-task across many issues
• Outstanding ability to analyses, isolate and interpret incidents, queries and manage appropriately.
• Ability to co-ordinate several teams to resolve incidents.

Essential Qualifications

• ITIL Foundation Certificate (minimum)
• ITIL Operational Support & Analysis (preferred)
• Tertiary qualifications or equivalent working experience
• Minimum 2 to 3 years in a similar position