Job Description

Major Incident Management Analyst who will perform ITIL aligned Major Incident Management for the company and will assist Service Managers, Technical
Support teams, Clients and Third Parties delivering Major Incident Management services.

As a Major Incident Manager, your responsibilities will include:

• Managing Major Incidents, ensuring that they are logged, progressed, updated, authorised, expedited and resolved within the scope of the Service
  

Level Agreement
o Using MIM experience to pro-actively support the management of High Severity Incidents
o Answering the Major Incident hotline
o Chairing conference calls with participants including Service Managers, Technical Support teams, Clients and Third Parties
o Issuing communications during the progress of a Major Incident
o Identifying appropriate timelines and targets for recovery actions, feedback and communications
o Assessing and Agreeing Business Impact and Incident Severity Level.
o Considering if Disaster Recovery or Business Continuity Management engagement is required
o Ensuring that appropriate internal escalation occurs
o Ensuring that appropriate third party escalation occurs
o Assessing the need for appropriate handover of responsibilities to maintain optimum performance of the recovery team over an extended duration
o Highlighting risks and issues in actions identified during any Major Incident
o Evaluating recovery actions to ensure that a recovery plan exists or is being actively produced
o Suggesting workarounds and methods of speeding up the recovery of an incident
o Continually reviewing engagement within the recovery and identify any additional support teams, individuals or third parties who could add value or
those that can be stood down

• Performing root cause analysis and preventative management as required, ensuring that all necessary parties are informed and involved in the
  

process
o Participating in Post Incident Review following successful recovery
o Ensuring actions from Post Incident Reviews are addressed or registered as risks or issues
o Interfacing with Problem Management to ensure that items that might have a wider applicability are appropriately managed

• Maintaining the Major Incident Management process
  

o Reviewing and updating process documentation
o Ensuring that key support information such as emergency contact lists is kept up to date

Requirements

We expect you to possess:

• Fluent English
  
• Excellent MS Office skills in Word and Excel
  
• Very good communication skills both verbal and written
  
• Ability to interpret and present Incident Data
  
• Knowledge of the ITIL Change, Problem and Incident Management processes
  
• ITIL V3 Foundation or equivalent experience
  
• Willingness to operate at all levels within the support structure
  
• Flexibility regarding working hours - shift pattern required to cover UK and US business day (whilst not required initially, future work patterns will
  

include 24x7 shift cover)

• Knowledge of Data Centres and Service Management as well as technologies prevalent in Data Centres, including x86, UNIX, AS400, HP non-STOP,
  

Mainframe

• Understanding of infrastructures and network topologies (advantage)

Company offers