Job Description

Opportunity Major Incident Manager Job Level JL4 Career Track Technical Leadership Level Individual Contributor Number of direct reports -- Total reports Direct and indirect -- Job Purpose The Technology Operations Centre (TOC) provides the 24/7 critical Major Incident response capability to lead and drive service restoration and limit business impact as much as possible. The role of the Major Incident Manager (MIM) is pivotal in leading this technical restoration capability, driving it from the front, using all available resources available to ensure the quickest service restoration possible. The role further involves driving initiatives to learn from and improve the MIM capability for faster response, as well as identifying and supporting root cause resolution with the appropriate teams. Key responsibilities Lead : Lead high-priority major incident service restoration as quickly as possible. Engage : Work with vendors, subject matter experts and SREs to identify appropriate paths to limit/mitigate business impact and further restore service as quick as possible. Escalate and engage as appropriate to ensure focussed and fast passed service restoration. Log : Maintaining a detailed central log of investigation and actions. Communicate : Clearly communicate progress in appropriate format and business aligned, non-technical language. Learn : Review, document, communicate and drive actions for learning and improvements to aid of faster service restorations (PIR). Prevention : Make recommendations and work with relating teams to avoid recurrences and/or faster response capability in case of reoccurrence. Root cause resolution : Work alongside Problem Management to support and drive root cause resolution. Quality : Ensure quality of communications and ticket management as well as associated PIR/MIRs and reporting. Process : Ensure adherence to process and identify area for improvement. Required experience 6+ years proven Major Incident Management experience gained in a similar customer facing role in a fast-paced large global/enterprise organisation. Strong technical leadership and engagement skills to lead and drive junior and senior technical stakeholders to a focussed restoration. Proven abilities to communicate with key stakeholders across the business and IT, including board level stakeholders. Strong problem solving, analytical, and time management skills. Broad understanding of change and problem management for establishing handshake between processes. Extensive knowledge of DevOps experience working in a DevOps environment . Technical skills It is important that MIMs have a high level of understanding of key enterprise technologies to be able to ask the right questions to drive service restorations. Key technologies are: Servers both physical and virtual, Network technologies such as LAN/WAN, firewalls, Proxy and loadbalancers Storage such as SAN, NAS and databases etc. Cloud services such as MS Azure Security services such as Certificates, Windows AD and authentication Monitoring services such as Datadog, Pensive, Riverbed Broad knowledge of industry standard enterprise applications services Business skills Excellent business communication and collaboration skills to articulate and rationalise situations during major incidents and business communications, in a consumable manner for the target audience. Ability to translate technical details into easy to understand \'non-technical\' communications. Diplomatic and Robust with the ability to act in a complex business environment. Be enthusiastic and passionate about providing \'best in class\' service. Diligent prioritisation of multiple work streams and projects. Strong conflict management acumen. Quick adaptation to significant process changes / overhaul of business functions. Use systematic methodology to evaluate, design and implement process or technology change to achieve measurable business benefit. Total focus on Restoration and MTTD and MTTR Personal skills Ability to work as part of a 24/7 shift rota Ability to absorb high pressures and stress while working and delivering results. Agile and responsive to rapid change Attention to detail Highly process driven Customer first mentality Self-motivated and robust organizational skills. Excellent English written and spoken communication skills. Confident in own abilities and leading from the front Engaging, friendly, motivated and focussed to meet and exceed restoration SLAs Takes responsibility for your own learning and development , stay on top of new services and capabilities to ensure you are armed and capable to support relating major incidents. Key measures KPIs Speed of response to major incident Speed of service restoration Quality and timeliness of communications Quality of progress and actions and key information logs Ticket quality Quality and timeliness of reports and other associated follow ups Process adherence Peer feedback on capability Updated by & date & (version) William Swartz - 7 December 2022 (V5.0) Location Based out of Maidenhead, UK and Pune, India Job Code Filled in by HR

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