215901-en_GB
Life on the team
Our Major Incident Management team within Computacenter are currently looking for a Major Incident Manager to join us to replace a departing employee within the UK, based at one of 3 sites, either Nottingham, Hatfield or Milton Keynes This is a 24/7 role with a hybrid model currently in place to enable a mix of remote and office working.
We provide 24/7 Global Major Incident Management support internally, and to a multitude of external customers within sectors such as Retail, Regulatory, Finance, Manufacturing and more. Our team takes ownership of major incidents end to end, providing command and control throughout. Issuing both verbal and written communications periodically throughout the lifecycle of an outage, keeping stakeholders informed and comfortable with our approach. We strive to achieve service restoration as quickly as possible via either sufficient workaround, or full fault rectification. This ensures that our customers are back in business as swiftly as possible, maintaining our high level of stakeholder satisfaction.
What you’ll do
• End to end management of major incidents within a multi-customer environment.
• Provide verbal and written communications within an agreed SLA.
• Host technical and/or management bridges to assist with incident investigation and resolution.
• Effectively manage and escalate ad hoc issues that arise during the lifecycle of the incidents.
• MIM Prevention, trend analysis and incident review to enable swift Problem engagement and continued support in the lifecycle.
• Keep the customer at the heart of everything you do even when faced with uncertainty and pressure.
• Complete comprehensive handovers upon incident resolution, liaising with Problem and Change management to strive for continual service improvement.
What you’ll need
• Good working knowledge of the Major Incident process and supporting ITIL functions.
• Great verbal and written communication skills to converse with stakeholders at all levels.
• Show a high level of command and control during conference calls both internally and customer facing.
• Ability to cope under pressure.
• Advantageous to hold ITIL Foundation v3 or v4, or experience of working in an ITIL structured environment.
• Willingness to apply for various levels of security clearance dependant on customer and business needs.
• Ability to travel when required, although a rare occurrence.
• SC Clearance is a mandatory requirement.
