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Incident Manager - Leeds City Centre - ITIL

  • Location: West Yorkshire
  • Salary: £30000.00 - £35000.00 per annum
  • Job type: Permanent
  • Sector: BI, Big Data & Analytics
This vacancy has now expired.

Role: Major Incident Manager

Location: Leeds


Major Incident Manager (MIM) dealing with high priority incidents impacting CCM clients.

To act as incident and crisis manager when CCM clients/sites experience a critical problem.

Matrix manage multiple technical teams to resolve time-critical situations.

Be accountable for key activities during an incident or crisis, including ownership of the technical control bridge and communications with stakeholder functions.

Be responsible for both the co-ordination of resources to restore service and the communication process to keep clients and CCM IT Senior Management/Directors/CIO updated with Incident progress.

Accountable for:

· Ownership and management of Major Incidents.

· Management of all high priority incidents (P1/P2) to successful resolution.

· Determine the actions required to resolve major incidents using own technical experience, escalating to in-house expertise as required or by bringing in external support to minimise the impact of system failure to individual customers and the organisation as a whole.

· Manage restoration activities of all support teams which will include internal teams, 3rd Parties, Partners, Vendors, or the client's own teams.

· Responsible for the creation/progress and communication of agreed action plans.

· Assure that the focus on the incident resolution is not taken away by other activities.

· Responsible for the effective and accurate communication/escalation of all incidents ensuring that all stakeholders are notified and managed effectively to minimise stakeholder escalation to CCM IT Senior Management/Directors/CIO.

· Setting up and leading conference call or bridge communication between all involved parties and act as an interface towards technicians, customer and other groups within the organisation.

· Keep comprehensive notes on Incident timelines and actions.

· Where necessary escalate to the Operational Lead when partners are not engaging within required timescales or where you believe the level of knowledge is lacking and therefore more senior resources are required.

· Work closely with Problem Management to aid Major Incident root cause analysis.

· Ensure that information is accurately documented and reviewed regularly in accordance with Knowledge Management Procedures. This may include capturing and documenting knowledge during post incident resolution.

· Assess customer and financial impact (based on information gained during the life of the incident) and report accordingly.

· Ensure that service availability and performance meet published Service Level Agreements

· Complete the Problem Management Handover document for managed incidents and assist the Problem Management team to ensure root causes are identified.

· Assist Change Management to identify changes as a cause of incidents and to ensure all changes to restore service are documented and authorised.

· Assist with the production of management information, including team performance and resolution rates

· Manage post incident reviews and produce relevant Major Incident Reports (MIRs) within agreed times.

· Contribute to improvement plans on a regular basis, contributing ideas and supporting any identified improvement initiatives ensuring that contributions are documented and progressed. Ensure all agreed operational policies and procedures are adhered to whilst being a champion of the incident management policy process and procedures.

· Carry out quality assessments of all Major Incidents and resolutions and provide feedback on areas for improvement.

· Assist with the resolution of any Risks & Issues that have been raised and logged by the MIR process.

· Provide functional escalation with resolving teams where applicable.

· Manage the highest priority Incident open at the time.

· Cover all aspects of admin relating to the Service Operations Team

Skills & experience


· Demonstrate a high level of political and business awareness; acutely aware of organisational sensitivities.

· Proven expertise in managing multiple stakeholders at all levels of the organisation, but specifically at senior management level.

· Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organisation.

· The ability to urgently motivate resolver team engineers across multiple functions and locations and other stakeholders.

· Ability to glean detailed relevant information from client units, technical resources and third parties.

· Strong understanding of 'command and control' procedures and the ability to prioritise and plan, balancing priorities and deadlines.

· Attention to detail; self-starting and strong focus on completing / finishing.

· Strong analytical skills, and able to make sense of complex and logical problems quickly.

· Ability to analyse a range of information sources and resolve potentially conflicting information and viewpoints to achieve an agreed outcome. Understanding of data gathering and business analysis (for example, structuring business data in a meaningful way).

· Highly organised with proven experience of multi-tasking, remaining calm in a pressurised environment, managing escalated, difficult and/or complex issues.

· Ability to coordinate multiple groups and systems while communicating clear and concise status reports to senior management.

· Knowledge and experience of corporate enterprise IT systems and service management toolsets in order to assess/ determine business impact of incidents.

· Ability to prepare and present oral and written reports, presentations, recommendations and perform necessary research, or investigations.

· Ability to think on your feet and work calmly under pressure.

· Ability to present technical solutions/issues to both technical and non-technical people.

· Utilising and collaborating with the matrix management of resolving teams, third parties and suppliers.

· Awareness of large scale technology programmes and IT infrastructure environments.

· Flexible approach to work with a focus on delivery to deadlines and high standards.

· IT literate - excellent knowledge of Microsoft Office suite. Able to demonstrate the ability to develop and present PowerPoint presentations to clients and management.

· Experience working in a large corporate environment with experience of outsourced services.

· Service oriented, adaptable and resilient with a positive constructive attitude.

· Ability and willingness to quickly learn new skills and technologies.

· Identify, and provide resolutions to procedural / process issues in maintaining a 'Continuous Improvement' philosophy.


· ITIL (v3) Foundation accreditation

· Experienced in Stakeholder Management - Create and develop positive relationships with stakeholders through the appropriate management of their expectations and agreed objectives.

· Strategic Thinking - Can identify a vision along with the plans, which need to be implemented to meet the end goal; evaluations situations, decisions, issues etc. in the short, medium and longer-term.

· Analytical Thinking - able to simplify complex problems, process projects into component parts, explore and evaluate them systematically. Able to identify causal relationships and construct frameworks, for problem solving and/or development.

· Managing relationships and team working - able to build and maintain effective working relationships with a range of people. Works co-operatively with others to be part of a team, as opposed to working separately or competitively.

· Collaborating across boundaries - challenges systems, processes and people that block collaboration, connects people, ideas, processes and issues, sets an example by sharing resources, knowledge ideas and skills across the organisation, builds helpful, productive relationships across the organisation.

· Planning and organising - able to think ahead in order to establish an efficient and appropriate course of action for self and others. Prioritises and plans activities taking into account all the relevant issues and factors such as deadlines, staffing and resources.

· Communication - able to get messages understood clearly by adopting a range of styles, tools and techniques appropriate to the audience and the nature of the information.

· Resilience - manages personal effectiveness by managing emotions in the face of pressure, setbacks or when dealing with provocative situations. Demonstrates an approach to work that is characterised by commitment, motivation and energy.

· Flexibility - adapts and works effectively with a variety of situations, individuals or groups. Able to understand and appreciate different and opposing perspectives on an issue, to adapt an approach as the requirements of a situation change, and to change or easily accept changes in one's own organisation or job requirements.

· Decision Making - Is ready and able to take the initiative, originate action and be responsible for the consequences of the decisions made.

Key Performance Indicators

· A close relationship with the Service Performance Process.

· Performance standards which are detailed, written, agreed, signed and communicated.

· Fair communication and lasting win-/ win situation for colleagues, clients and partners.

· Clearly defined interfaces.

· Successful delivery of service to defined SLA's.

· Successful Incident Management of key issues.

· Demonstrable alignment between supply operations and IT strategy

· Adherence to plans, policies and procedures

· Agreed objectives met

· Quality of relationships with suppliers. Clients and colleagues.

· Adherence to Group standards

· Compliance with ISO 20000 procedures

· Identification and impact minimising of risk

· Pro-active management of risks with relevant stakeholders & processes

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

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