The Role
This is a multi-faceted role within the IT Service Management team.
The role is responsible for the oversight and management of our Incident and Problem Management processes and directly manages all in-scope Major Incidents, working closely with our London based technical leads. It is also heavily focused on enhancing the reliability of services and, consequently, the productivity of employees by identifying opportunities and collaborating with the wider IT Team(s) to implement the necessary improvements through Experience Level Management.
The role is also responsible for providing clear guidance and direction to our Incident and Problem Management teams in Bangalore and works closely with our other core process roles to ensure that our Incident, Problem, Request, Change and Release Management processes dovetail appropriately. As such, the role holder must also retain a strong working knowledge of our Request, Change & Release Processes to cover the full suite of core processes where necessary.
The Major Incident and Experience Manager will be required to provide out-of-hours, on-call Major Incident Management as part of a rota.
Key Responsibilities:
- Major Incident Management within shift and OOH on rotation.
- Oversee and drive Incident Management activities, including the resolution of Major Incidents. This will often involve bringing together multiple global teams and resources to bring about the efficient and effective restoration of service. In addition to managing technical resolution, the team is expected to communicate progress within the wider IT community. It is therefore essential that the Major Incident and Experience Manager is highly customer-focused and can effectively communicate with people across all levels of IT management.
- Work to improve the reliability of IT Services and the end-to-end Customer Service through Experience Level Management. Also, play an active role in the Experience Management Group (XMG) - chairing the forum where required.
- Drive both reactive and proactive Problem Management activities, including the collation and analysis of data that helps manage activities in the follow-up to major incidents and identifies general trends. Work with technical teams using this data to drive root cause elimination as part of an incident reduction programme.
- Retain a working knowledge of the Change and Release Management processes to enable appropriate feedback/decisions on Changes linked to Major Incidents and to ensure that the processes within this area, in general, dovetail appropriately and remain fit for purpose.
- Compile, review and present regular MI (operational reporting, global KPIs, service reporting) through PowerBI, ServiceNow and MS Products.
- Guide and manage the outsourced Incident and Problem Management teams.
- Ensure the Incident and Problem Management processes and templates are clear, fit for purpose, communicated and followed.
- Work towards targets and ensure documentation is produced in a timely and accurate manner.