Major Incident Manager

Overview

We are seeking an experienced Major Incident Manager to support a significant utilities programme based in Wokingham. This contract role involves leading the resolution of high-priority incidents and assisting with Change Management during less incident-intensive periods.

Key Responsibilities

• Take charge of managing major incidents classified as P1/P2, ensuring swift and effective resolution.
• Coordinate technical teams across multiple functions to handle critical incidents.
• Facilitate clear and timely communication with stakeholders and executives during incidents.
• Drive continuous enhancement of service quality and operational processes within a complex IT environment.
• Provide analysis and support for Change Advisory Board (CAB) activities and oversee change evaluations.
• Conduct root cause analysis and lead post-incident review sessions.
• Manage service level agreements (SLAs) and key performance indicators (KPIs) related to incident and change management.

Required Skills and Experience

• Proven expertise in major incident management, specifically dealing with P1 and P2 incidents.
• Strong background with ITIL frameworks, including Incident, Change, and Problem Management practices.
• Experience using ServiceNow and the Major Incident Manager (MIM) workbench tools.
• Good understanding of IT infrastructure and application landscapes.
• Excellent communication skills for engaging with diverse stakeholders, including senior executives.
• Competence in supporting CAB meetings and performing detailed change analysis.
• Ability to perform root cause analysis and lead thorough post-incident reviews.
• Capability to monitor and manage SLA and KPI adherence.

Working Conditions

This position is fully onsite at Wokingham and requires participation in a 24x7 rotating shift schedule, including nights, weekends, and public holidays.