Major Incident Manager

at  BCN Group

Job title: Major Incident Manager
Reports to: Head of Operations
Location: Role can be based from either our Manchester or Leeds offices (Hybrid working available – 3 days on-site, 2 days remote)
Hours: Monday to Friday, 37.5 hours with 60-minute lunch
Salary: Up to £50,000 + benefits

PERSON, SKILLS & EXPERIENCE:

• Our ideal person will be an experienced Major Incident Manager, with experience in a fast paced organisation.
• High energy and drive
• Wants a career, not just a job
• Capacity and hunger to learn
• Outstanding customer service skills
• Great attention to detail
• Possess good organisational and time management skills
• You are innovative; you strive for improvements and share your knowledge across the team.
• You are a team player with strong communication skills
• Excellent problem-solving skills and an inquisitive nature
• Drive to deliver the highest standard of work
• Able to adapt to changing requirements

FOCUS OF THE ROLE:

We are seeking a highly skilled and experienced Major Incident Manager to join our dynamic team. As a Major Incident Manager, you will play a crucial role in ensuring the swift resolution of major incidents, minimising impact on our clients’ operations and maintaining high levels of service availability.

RESPONSIBILITIES:

• Incident Management
• Lead and coordinate the resolution of major incidents, collaborating with technical teams, vendors, and other stakeholders. Manage the end-to-end lifecycle of major incidents, from identification and logging to resolution and closure including out of hours where required.
• Implement improvements and maintain the Major Incident Management process, ensuring adherence to industry best practices and ITIL framework.
• Communication
• Act as the primary point of contact for all major incidents, providing timely and accurate communication to internal teams, clients, and other relevant stakeholders.
• Develop and maintain communication templates, ensuring clear and concise updates are provided throughout the incident resolution process.
• Facilitate regular status meetings and post-incident reviews to drive continuous improvement.
• Documentation
• Maintain detailed records of major incidents, including timelines, actions taken, and resolutions achieved.
• Develop and update documentation related to Major Incident Management processes and procedures.
• Collaboration and Training
• Collaborate with other IT teams and departments to improve incident response capabilities and overall service resilience. Provide training and guidance to technical teams on major incident handling procedures and best practices.
• ITIL certified to foundation level with strong practical experience of Major Incident Management.
• Has fundamental understanding of technical infrastructure (Networks, Servers Unix/Windows).
• Ability to drive through identified improvements to both systems and processes currently used within the incident and problem management processes
• Proactively takes responsibility, owns any issues arising and follows through to resolve them (get the required result) and recognises how individual responsibility impacts team delivery and inspires others to do the same
• Delivering exceptional customer service and demonstrating the ability and desire to go ‘above and beyond’ for our customers.