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Major Incident Manager - Sheffield City Centre

  • Location: South Yorkshire
  • Salary: £30000.00 - £35000.00 per annum
  • Job type: Permanent
  • Sector: IT & Information Security

This is a fantastic opportunity for an experienced Major Incident Manager to join one of the UK's largest IT companies at their impressive Sheffield City Centre HQ.

Primary purpose of the role: Working as part of the Service Desk team to become the primary contact point for Priority 1 and Major Incident related calls, and to manage those calls through to a speedy resolution. To ensure all key IT and Business stakeholders are kept updated during the incident lifecycle. It is also responsible for the ongoing Problem Management and progress reporting of any issues or actions identified during the Incident process, this will include process, people and/or technical actions.

Key responsibilities and tasks

  • Work closely with technical teams and the Service Desk to ensure effective identification of Priority 1 and Major Incidents, and any Incident resolution actions are carried out effectively, providing 'hands-on' support and guidance where necessary and ensure effective business and management communication throughout the incident lifecycle.

  • Lead any 'major incident reviews' in line with incident management processes and procedures to ensure effective post incident documentation is produced.

  • Manage all outstanding Priority 1 and Major Incidents, ensuring they are with the correct resolver team (which can be internal or 3rd party suppliers), and providing overall management and oversight of these calls through to a timely resolution, and manage any outstanding actions (albeit, technical, people, or process ) via the Problem Management process.

  • Provide pro-active incident and problem analysis and reporting-reviewing incident and problem records and put measures in place to reduce the risk of repeat issues. With the overall objective of:
  • Prevent repeat issues affecting business users
  • Maintain high availability of IT systems to our customers
  • Reduce the number of incidents generated

  • Complying with all relevant security policies, quality policies, FCA regulations, Pensions regulations and department development standards

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

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