Major Incident Manager

Job Description 

Ensono is seeking a Major Incident Manager to join its global Major Incident Management team. The Major Incident Manager (MIM) applies, maintains, and improves Major Incident Management processes through collaborative engagement with all areas and levels of the support organization. During business-impacting incidents, the MIM ensures timely escalations are made to technical teams, coordinates support resources, and drives service restoration activities. The role also includes creating and managing timely communications to stakeholders during outages and supporting root cause analysis and follow-up meetings. 

Some of the things you will you be doing 

- Manage critical incidents, including: Facilitating triage calls to engage technical support teams, coordinating service restoration activities, and communicating all relevant details to key business and client stakeholders. 

- Ensuring that ITIL-aligned Incident Management processes are followed so that actions are consistent throughout the organization & the Incident lifecycle. 

- Documenting details related to Major Incidents, including the persons & teams engaged, service restoration actions and its associated results, root cause details and preventative action items for Problem Management. 

- Conducting an after-action review with all parties actively engaged during a Major Incident and participating as needed in the Problem Management process as part of the investigatory team. 

- Working as part of a regional team to cover Major Incident response for the week (Sun-Thurs), during the assigned shift (09:00-17:30 GMT). 

- Participating as a member of the global team to coordinate the seamless transition of active incidents across and between regions (follow the sun), and participate in and assist with communications, reporting, and follow up actions. 

Required Skills 

- Excellent verbal and written communication skills are required in all aspects of this role.  You will need to use proper spelling, grammar, and business language to effectively communicate with key stakeholders & leadership (both internally and with our clients). 

- Solid interpersonal skills and a positive disposition are essential to working effectively across the organization to drive results, and a strong desire to help others succeed will be key in working and collaborating as part of our global team. 

- Ability to self-motivate, to identify and implement appropriate day to day actions with high-level direction and minimal guidance. 

- Ability to identify or infer from information available, the impact to business resulting from an incident, and determine & drive the escalation and response plan appropriate to the impact. 

- Ability to effectively translate complex technical details into business equivalent terms for communication to a wider non-technical audience. 

- Outgoing & collaborative approach to daily work and interactions, and a no-nonsense approach to solving problems and driving results. 

- Proficiency with Microsoft Office Suite & Desktop publishing (Outlook, PowerPoint, Excel, Word, etc.) is required for this role. 

Desired Skills 

- Strong understanding of ITIL and Major Incident Management practices. 

- Experience with automation and monitoring technologies. 

- Friendly, outgoing, positive approach to daily work and interactions, and a no-nonsense approach to solving problems and driving results. 

Experience & Education 

• Demonstrable experience of working in an operational area of IT, within a large or multi-client environment, in any of the following: 

• Experience in a technical support role within a 24x7 Network Operations, Security Operations, or Customer Service Center 

• Solutions Design or Architecture 

• Incident Management with a demonstrated track record of increasing responsibility or satisfactory results. 

Work Pattern 

This role operates Sunday – Thursday between 09:00-17:30 GMT.