Major Incident Manager
Posted date: Sun, 27th JulLocation: United Kingdom
Three has decided to take direct control of a number of outsourced
operational functions in order to help us realise our brand ambitions
faster. The Incident Management team plays a critical role in Three's operational landscape and is undergoing significant change in the coming months.
Incident Management is responsible for the stability and availability of Three's ICT, Infrastructure and Network Technology around the clock. The Incident Manager must demonstrate absolute control of any live incident, articulating progress and key risks to key stakeholders in a confidence inspiring manner. The creation of this new team provides an ideal opportunity for an individual to help influence and shape both the role and team around them.
Three has engaged a number of Managed Service Partners, who work collaboratively with a variety of in-house functions to deliver the exceptional level of service that Three demand. This multi-party environment is both fast paced and challenging and provides an excellent opportunity for those looking to develop their career in Network & IT Operations.
Incident Management plays a critical role within the wider Service Management function providing 24x7 cover alongside the Service Desk and off-shore Front Office ICT and Network operations functions.
The Incident Management Team works on a shift pattern that offers flexibility to the business, while providing team members with valuable access to on-site management, project and technical teams. This allows the team to grow in experience and gain exposure to other areas of the business. An overall flexibility to shift work is a necessity in this role.
The Major Incident Manager will be the escalation point on shift for the business and internal Service Management teams and will be responsible for maintaining the quality of business communications and reporting.
The team of 6 Major Incident Managers reporting to the Incident Management Team Manager is responsible for all Disaster Recovery, Business Continuity, Major Incident, P1 and VIP incidents against agreed SLAs, whilst fully supporting the Incident Management and Service Desk teams where necessary. Provide leadership and direction during Disaster Recovery, Business Continuity, Major Incident, P1 and VIP incidents. Demonstrate absolute command and control, whilst maintaining an overall incident perspective and ensuring the Incident Management processes are followed,
Deliver results and achieve SLA/KPI performance by focusing on effective cross functional team working, Co-ordinate/facilitate the communication process as well as the escalation process during the course of all Disaster Recovery, Business Continuity, Major Incident, P1 and VIP incidents, Proactively monitor incident resolution, analyse and highlight trends and root causes to the Service Desk Manager, Problem Manager and/or relevant support teams, Produce clearly written Post Incident reporting within agreed SLAs, assisting with Problem Management initiated review sessions where possible, Compile and publish weekly/monthly operational incident reports detailing high profile outages, 24/7 SPOC (Single Point Of Contact) for Business and Customer escalations relating to high profile events, Escalation point for internal escalations from Operations Management, and wider Service Management community, Act as the OOHs (Out Of Hours) Change Manager, Champion Three's quality standards and Service Management processes ensuring compliance across all operational teams.Must Have:
Extensive experience in a fast paced Operations environment working within an ITIL framework with a solid understanding of the Incident Management process,
Strong analytical capabilities, highly organised and excellent relationship management skills, Energetic and pro-active with a "can-do" attitude, Experience of ITSM tool sets, preferably BMC Remedy, Proven ability to engage and partner with senior stakeholders across any number of business functions, Rational and calm under pressure.Nice to Have:
ITIL Qualifications, Degree Level Qualification,Experience of ICT / and or Mobile Network Technologies.
Incident Management is responsible for the stability and availability of Three's ICT, Infrastructure and Network Technology around the clock. The Incident Manager must demonstrate absolute control of any live incident, articulating progress and key risks to key stakeholders in a confidence inspiring manner. The creation of this new team provides an ideal opportunity for an individual to help influence and shape both the role and team around them.
Three has engaged a number of Managed Service Partners, who work collaboratively with a variety of in-house functions to deliver the exceptional level of service that Three demand. This multi-party environment is both fast paced and challenging and provides an excellent opportunity for those looking to develop their career in Network & IT Operations.
Incident Management plays a critical role within the wider Service Management function providing 24x7 cover alongside the Service Desk and off-shore Front Office ICT and Network operations functions.
The Incident Management Team works on a shift pattern that offers flexibility to the business, while providing team members with valuable access to on-site management, project and technical teams. This allows the team to grow in experience and gain exposure to other areas of the business. An overall flexibility to shift work is a necessity in this role.
The Major Incident Manager will be the escalation point on shift for the business and internal Service Management teams and will be responsible for maintaining the quality of business communications and reporting.
The team of 6 Major Incident Managers reporting to the Incident Management Team Manager is responsible for all Disaster Recovery, Business Continuity, Major Incident, P1 and VIP incidents against agreed SLAs, whilst fully supporting the Incident Management and Service Desk teams where necessary. Provide leadership and direction during Disaster Recovery, Business Continuity, Major Incident, P1 and VIP incidents. Demonstrate absolute command and control, whilst maintaining an overall incident perspective and ensuring the Incident Management processes are followed,
Deliver results and achieve SLA/KPI performance by focusing on effective cross functional team working, Co-ordinate/facilitate the communication process as well as the escalation process during the course of all Disaster Recovery, Business Continuity, Major Incident, P1 and VIP incidents, Proactively monitor incident resolution, analyse and highlight trends and root causes to the Service Desk Manager, Problem Manager and/or relevant support teams, Produce clearly written Post Incident reporting within agreed SLAs, assisting with Problem Management initiated review sessions where possible, Compile and publish weekly/monthly operational incident reports detailing high profile outages, 24/7 SPOC (Single Point Of Contact) for Business and Customer escalations relating to high profile events, Escalation point for internal escalations from Operations Management, and wider Service Management community, Act as the OOHs (Out Of Hours) Change Manager, Champion Three's quality standards and Service Management processes ensuring compliance across all operational teams.Must Have:
Extensive experience in a fast paced Operations environment working within an ITIL framework with a solid understanding of the Incident Management process,
Strong analytical capabilities, highly organised and excellent relationship management skills, Energetic and pro-active with a "can-do" attitude, Experience of ITSM tool sets, preferably BMC Remedy, Proven ability to engage and partner with senior stakeholders across any number of business functions, Rational and calm under pressure.Nice to Have:
ITIL Qualifications, Degree Level Qualification,Experience of ICT / and or Mobile Network Technologies.
| Job Title | Major Incident Manager |
| Post Details | |
| Posted By | Three UK |
| Start Date | |
| Salary | |
| Email Address | |
| Category | |
| Job Type | Permanent |
| Location | United Kingdom |
| City or State | Reading |
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