Major Incident Management Specialist
hace 4 semanas
About the Role
The primary objective of the Major Incident Manager is to ensure that Major Incidents are handled effectively and efficiently, and that they are mitigated as quickly as possible, restoring service to users and customers within Service Level Agreement (SLA) targets.
The Major Incident Manager will lead and drive the incident management process with authority and confidence, taking control of the recovery process from the outset, directing the technical conversation and ensuring everyone understands their roles and responsibilities in the process.
Key Responsibilities
- Ensure compliance with the Major Incident Management, Problem Management, and Change Management processes to ensure effective incident management, timely mitigation, and resolution within SLA targets.
- Manage Major Incidents with authority and leadership to achieve speedy resolution of incidents and to ensure the smooth and timely transition from Incident to the Problem Management phase for root cause analysis.
- Leverage technical knowledge and experience to contribute to the incident recovery process and to assist teams in identifying solutions and/or workarounds to ensure timely restoration of service to customers.
- Ensure well-written, timely, and accurate internal communications are regularly sent during a Major Incident.
- Participate in and contribute to post-mortem calls within the Problem Management process, as required.
- Identify and pursue opportunities for continuous service improvement.
- Escalate to Senior Management levels as needed to bring correct response and support from owning groups.
- Assist with the Enterprise Technology Incident Management (ETIM) process for the most critical customer-impacting Major Incidents that occur.
- Review reports on Incident trends/numbers, repeat Incidents, etc., and make recommendations to ensure such Incidents are reduced in number.
- Work closely with Major Incident Process owner, as well as Problem and Change Management process owners, and Service Now team to make suggestions on process improvements and to implement any changes proposed by said teams.
- Arrange the technical recovery call and ensure all the appropriate teams and individuals are present, escalate as necessary where those teams or individuals are not participating as required.
- Manage and oversee the technical recovery call and ensure all teams are fully focused on Incident mitigation within SLA targets.
- Act as the point of contact and escalation for support groups and internal businesses during recovery of Major Incidents.
- Identify an incident owner (I/O) to lead the technical investigative and remediation processes during Major Incidents.
- Oversee and contribute to the technical recovery conversation, challenge teams to identify solutions or workarounds to achieve mitigation SLA's.
- Ensure appropriate escalation procedures are followed as required.
- Assess impact and urgency of Major Incidents to ensure the incident priority is correctly set and escalation is timely and appropriate within SLA targets.
- Enter incident details in the incident management tool in a timely manner with accurate information.
- Provide accurate and timely communications on impact to the appropriate distribution lists of senior management and stakeholders.
- Ensure correct inputs to the Problem Management process.
- Drive governance around Major Incident management, for example, ensures an incident ticket is opened, escalated, updated, and closed accordingly.
- Establish regular communication with relevant IT management and the business regarding the status of Major Incident tickets and adherence to the Major Incident management process.
- Gather information and facilitate the decision-making process of granting approval for immediate Change requests to systems with input from the appropriate teams, understanding the potential impact to production systems prior to approval.
- Contribute to evolving and maturing the Major Incident management process so it integrates with other processes (Problem and Change Management) and tools.
- Leverage incident management best practices and process frameworks, such as the ITIL, to drive continual process improvement.
- Participate in incident management technology evaluations and decisions and manage the day-to-day use of incident management tools.
About You
You're a fit for the role if your background includes:
- Bachelor's Degree.
- +5 years of experience as a manager, doing similar activities.
- Fluent English is a must.
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