We’re now recruiting for a nationally recognised household name in the UK, specifically for their head office based in Leighton Buzzard, albeit you’d only need to get there for 1 or 2 days a month and then the rest being largely remote.

This position is a “Major Incident Manager” and it would be a senior role that sits within the IT team.

As the IT departments Major Incident Manager you would be providing leadership and direction during Disaster Recovery, Business Continuity, P1 & P2 incidents whilst maintaining an overall incident perspective and ensuring the Incident Management processes are followed and continuously improved.

This role is largely remote based, the offices are in Leighton Buzzard and they’re open to someone coming in for 1-2 days a month.

The salary on offer for this role will be somewhere between £60k to £75k for the right person, for someone with experience in Incident Management and problem experience and proven they can implement new processes, they would qualify for the higher end.

Working hours would be 9am to 5.30pm, Monday to Friday with the hybrid offering mentioned above.

Benefits include private healthcare, 25 days holiday + bank holidays and the ability to buy more and much more.

Responsibilities:

• Providing leadership and direction during Disaster Recovery, Business Continuity, P1 & P2 incidents.
• Ensuring partners demonstrate absolute command and control, whilst maintaining an overall incident perspective and ensuring the Incident Management processes are followed.
• Accountable for the correct Prioritisation of incident impact.
• Accountable for driving results and coaching partners to achieve SLA/KPI performance by focusing on effective cross functional team working.
• Coordinating/facilitating the communication process as well as the escalation process during all Disaster Recovery, Business Continuity, P1, P2 incidents.
• Proactively monitoring incident resolution, analysing, and highlighting trends and root causes to IT Management, Service Assurance teams and/or relevant support teams.
• Ensuring colleagues and partners produce clearly written Post Incident reporting within agreed SLAs, and driving Problem Management as required.
• SPOC (Single Point Of Contact) for Business and Customer escalations relating to high profile events.
• Champion quality standards and Service Assurance processes ensuring compliance across all operational teams.
• Compiling and publishing routine and specific operational review and reports.
• Driving a Continuous Service Improvement approach to Major Incident Management across the organisation as evidenced by Major Incident KPI’s.
• A high degree of engagement and support of Problem Management will be required.

Skills and Qualifications

• Excellent communication/relationship building skills.
• Excellent written and verbal communication and presentational skills
• Must be a self-starter, proactive and highly organised
• Proven ability to achieve results through effective management of service and technical expertise
• Excellent problem solving and decision making skills
• Strong customer focus
• Ability to work effectively under pressure
• A practical and logical approach to problem management

Looking for the next step in your career? Think Specialist Recruitment.

Think Specialist Recruitment is an independent support staff recruitment agency based in Hemel Hempstead and working across the Herts, Beds and Bucks area. We specialise in permanent and temporary recruitment with areas of expertise including; administration, customer service/call centre, PA/secretarial, human resources, accountancy and finance, sales admin/sales support, marketing and IT Helpdesk/IT support.

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