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Major Incident Manager


Company:LittlefishLocation:Nottingham, England, United Kingdom
Posted:Wednesday, May 12, 2021

Job Description:
Come and join the Littlefish team! Littlefish is a world-class, award-winning Managed IT and Cyber Security Services Company, delivered from our 24/7 UK service centres. Our purpose is to disrupt the conventional Managed IT Services models – where the usual suspects typically fail to perform, by delivering service solutions that are tailored to the precise needs of each organisation and communicated in clear and straightforward language. About the opportunity Due to growth, Littlefish is looking for a Major Incident Manager to join our Service Management Office As the Major Incident Manager, you will report into the Major Incident Manager Lead and be responsible for the management, resolution, and fulfilment of all major incidents, across ALL organisations in scope of the process. This will include internal, third party and client resolver groups. This is a pivotal role for team, so we are looking for enthusiastic, passionate people with a can do attitude! If this is you, apply for this role and you could be part of a fast growing IT Managed Service Provider! Major Incident Manager Duties and Responsibilities Driving the efficiency and effectiveness of the major incident management processes Producing and acting upon management information, including SLA performance KPIs and reports to continually improve service quality Monitoring the effectiveness of major incident management and making recommendations for improvement Developing and maintaining the major incident management process where owned by Littlefish or providing input to client side process owners if applicable Ensuring that all IT teams follow the major incident management processes for every major incident. Acting as an escalation point for the client and in support to the Major Incident Management Lead Handing over all resolved major incidents to the Problem Management process, with suggested next steps and actions to be undertaken via the Problem Manager Producing a client facing major incident report upon resolution of each in-scope major incident. Facilitating and leading major incident technical and managerial conference calls. Ensuring detailed notes are recorded and actions are clearly assigned to owners Issuing client facing major incident update communications autonomously, with a high level of accuracy     What we are looking for from you ITIL Foundation (or equivalent) Experience in process level (Major Incident, Request, Incident, Problem etc.) management - 1 to 3+ years Business experience gained in Service Management and/or technical delivery roles, across a range of customers ideally in a Managed Services environment Relationship building with mid-level members of an organisation – gaining trust and confidence from customers Ability to work as part of a team with a high degree of drive, determination and motivation to succeed Ability to prioritise and manage multiple tasks Can demonstrate IT related problem-solving skills Undertaking or have undertaken specific service management training e.g. ITIL Foundation     Benefits Training and development – the Littlefish Academy rewards you as you progress & lear Bonus schemes – ‘Starfish’ and Values Recognition Awards to those who go ‘above & beyond’ and exceed customer targets Casual dress policy and breakout facilities with table tennis and gaming Complimentary food & drink – unlimited fruit & refreshments, Pizza Fridays, company social events and more   Life at Littlefish When our employees and visitors experience our offices, they often comment on the “vibe” and “feel good factor” that they experience. This is the result of our #peoplematter approach to employment and is testament to the organisational culture we promote. Our approach is simple, we put our people first, every time and without hesitation. We have worked hard to create our culture and work harder to maintain and enhance it, to ensure Littlefish is the place to be for your career journey! Through employing the best people, and creating optimal working conditions, our customers get the best service. In a crowded market, often playing against much bigger competitors (think David and Goliath), we constantly need to stand out to continue growing. We have a very successful track record, working with a plethora of leading organisations. So, if you feel like you can make a tangible difference, apply today, and join us on the journey.   Source: https://www.littlefish.co.uk/jobs/major-incident-manager/
Click Here to Apply Now

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