The Major Incident Manager role sits within the Major Incident Management (MIM) team, as part of the HOST Service Management Incident discipline within Technology Infrastructure.
The role holder will adhere to the Group Major Incident Management processes & procedures to efficiently manage and communicate the recovery of IT services. Capture accurate incident lifecycle milestones & drive improvement of recovery times. The role holder will lead service recovery of incidents of Medium, High and Critical threat levels, facilitating both technical and business calls with key teams and stakeholders. Build and maintain effective working relationships with IT colleagues and business partners.
Once an incident has been recovered from, the role holder is responsible for ensuring that all known root cause details are documented and appropriately communicated via Major Incident Reviews in conjunction with the Problem Management discipline to track actions and prevent a recurrence of the incident. For all incidents whereby service outage is experienced, the role holder is responsible for ensuring that a Problem Record is raised to the appropriate team for further analysis.