Job Description

Major Incident Manager – ITSM Practitioner
£43k – £72k a year
PCD300104

# # **Primary Details**Time Type: Full timeWorker Type: Employee**Major Incident Manager - ITSM Practitioner****London****Permanent (Hybrid)****The Opportunity**the organisation Europe is currently recruiting a Major Incident Manager – ITSM Practitioner to join our service management team in our London office. The role of Major Incident Manager will provide quality major incident support, managing and controlling assigned incidents as they occur to ensure minimal impact to the business and restoration of a normal operating service. The MIM team provide support on a shift basis covering 07:00hrs to 18:00hrs GMT Monday to Friday with each MIM required to be “On-Call” 1 in 4 weekends.**Your new role*** Run appropriate ‘Major Incident’ groups (‘war rooms’) to address major incidents at pace, including the engagement and co-ordination of multiple support teams and suppliers.* Ensuring all Major Incidents are managed effectively and efficiently.* Responsible for contributing to, and creating, clear, timely and accurate communications throughout each Major Incident being managed, as defined by the process.* Responsible for conducting Post Incident Reviews - to ensure continuous improvement and shared learning.* Ensure effective handover between Major Incident and Problem Management to drive root cause investigations, identify lessons learnt and drive improvements.* Build positive, open and constructive relationships with key stakeholders and service providers, working in partnership to ensure | adherence to performance targets | service delivery meets current and future business needs, managing customer expectations as necessary | appropriate awareness of the Major Incident Management Processes* Ensure that the Major Incident Management Processes are regularly reviewed, and updated as required, to ensure full integration with other relevant processes and procedures (both the organisation & 3rd party), reflecting ITIL best practice guidelines. Responsible for applying the Major Incident Management Processes to best support internal business customers and key service partners by ensuring e.g. | a clearly defined time line is maintained throughout major incidents | an action log is maintained throughout, and following, the lifeline of a major incident | adherence to the organisation’s defined service processes and ITIL best practice guidelines Input to Major Incident objectives to ensure they are reflect operational service delivery priorities* Responsible for service improvement activities as part of the Continuous Service Improvement Plan for Major Incident Management**About you*** Good understanding and background of infrastructure and technology environment* Previous experience within a Major Incident Management function* Significant experience of working within a multi-vendor environment and complex infrastructure* Experience of project planning, timeline management and implementation execution.* Experience of working with outsourced service partners.* Able to negotiate in difficult situations to reach a successful conclusion* Excellent communication skills – both written and oral* Having the right to work in the UK is a requirement for this role. the organisation may consider sponsorship at its discretion.At the organisation, we want our people to feel rewarded and inspired to perform at their best, that’s why we have created “At My Best”. It’s our connection, our way of showing we have your back. We understand that one size doesn’t fit all and that priorities can change depending on your life stage. That is why our blend of wellbeing initiatives and benefits offer flexibility to suit what matters most to you. It’s in the culture of our business, our the organisation DNA, to support our people. Everything we do is underpinned by our the organisation DNA.We’re an international insurer that’s building momentum towards realising our vision of becoming the most consistent and innovative risk partner. We can never really predict what’s around the corner, but at the organisation we’re asking the right questions to enable a more resilient future – helping those around us build strength and embrace change to their advantage.the organisation aims to build a workplace that is fair and inclusive because we want to attract and retain the best people to do the job, we have adopted flexible working across the organisation and welcome this conversation ().With more than more than16,000people working across 27 countries, we’re big enough to make a real impact, but small enough to provide a friendly workplace, where people are down-to-earth, passionate, and kind.To find out more about why you should work for the organisation, visit our**At My Best - the organisation Benefits**You are more than your work – and the organisation is more than a workplace, which is why we provide you with the benefits, support and flexibility to help you concentrate on living your best life personally and professionally. FOR UK ONLY: As well as the benefits below we also offer an extensive choice of other options to suit you!* **30 days holiday a year** with the option to buy up to 2 additional days.* **Flexible working** - balancing work and life is important so our flexible working opportunities are open to all, this can include part-time, job share and compressed hours.* **Pension – ** you are automatically enrolled into The organisation pension plan, which entitles you to receive employer contributions of 10% of your basic salary.* **Private medical insurance** – we fund fully comprehensive private medical cover for you and all the family.* **Family friendly policies** – we offer 26 weeks leave at full pay regardless of gender identity, sexual orientation or how you become a parent.* **Short term remote work abroad** - you can request up to 20 days per year to work remotely from certain locations abroad.* **Sustainable investing** - we believe sustainable integration is important for long term financial, environmental, and social outcomes.