Major Incident Manager

Our people make us who we are. We’re a diverse and inclusive bunch, and it’s important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.

• Providing leadership and direction during Disaster Recovery, Business Continuity, P0, P1, P2 and VIP incidents.
• Ensuring our 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, P0, P1, P2 and VIP incidents
• Proactively monitoring incident resolution, analysing, and highlighting trends and root causes to the MIM lead, Service Assurance teams and/or relevant support teams
• Ensuring our partners produce clearly written Post Incident reporting within agreed SLAs, assisting with Problem Management initiated review sessions where possible
• Compiling and publishing daily operational incident reports detailing all P0, P1 and P2 incidents
• 24/7 SPOC (Single Point Of Contact) for Business and Customer escalations relating to high profile events
• Escalation point for internal escalations from wider SO&A community
• Acting as the Out Of Hours Change Manager
• Champion Three’s quality standards and Service Assurance