Major Incident Manager (MIM)

HM Revenue & Customs
Town Centre
?37,174 - ?41,087
10 Oct 2017
13 Oct 2017
Contract Type
Full Time
Service Operations is transforming. We are in the process of expandingour Customer Experience Operational Command Centre across two sites,Telford and Newcastle, to enable us to effectively monitor theexperience of customers using our IT services; and provide responsiveaction in the event of an IT failure through use of monitoring tools anduse of industry standard incident, problem and change management processes. The Major Incident Manager will run the major incident managementprocess to undertake service restoration of major incidents occurringwithin HMRC. They will drive the process to ensure that service isrestored as quickly as possible, minimising the adverse impact onbusiness operations, and ensuring that the best possible levels ofservice quality and availability are maintained. They will be responsible for assessing situations, making appropriateinterventions, directing and facilitating resolution activity. Ensuringappropriate escalation, at their discretion during an incident, withinService Operations, Delivery Groups, suppliers and other members of theIT community. Duties may include, but will not be limited to: Manage major incidents through engagement with Delivery Groups,suppliers and customers to ensure quick resolution to minimise theimpact on customers & service, being accountable for theinvestigation, diagnosis and resolution; Ensure that progress on major incidents is continually assessed,making appropriate interventions, directing and facilitating resolutionactivity. Ensuring appropriate escalation within Service Delivery,resolution teams and service management at their discretion during an incident; Manage and communicate major incidents to nominated businessmanagers, users and senior stakeholders using the excellent workingrelationships they have built and maintained across HMRC; Manage escalations and complaints by driving Delivery Groups andsuppliers to resolve incidents and underlying problems to improve the ITservices they provide, and maintain a central view of these issues; Provide briefings and reports on operational IT issues impacting onkey business processes; Collaborate with other Service Management teams to ensure thatevents, alerts and changes are defined & understood to enable fasterresponse to incidents; Work as part of the Major Incident Management team to ensure that theperformance of the team achieves the defined performance targets and KPIs; Ensure that Service Delivery teams meet SLAs; fostering opencommunications and ensuring the relationship is professional andproperly regulated; Quickly understand customer issues from an IT perspective, drawlogical conclusions, make sensible suggestions that meet both HMRC'sstrategic direction and customers needs and negotiate with suppliers tofacilitate change. The Major Incident Manager will work as part of the 24x7 Major IncidentManagement team. The role of this team is to provide professional 24x7Major Incident and Service Level management across all businessplatforms & 3rd party suppliers. The candidate will be expected tohave deep knowledge of delivering IT services within the ITIL v3framework and have previous experience working in an Major IncidentManagement role. Additional information: Core Skills Qualification in ITIL V3 Has an excellent understanding of service management within adiverse/large organisation and relevant experience in IT Operational Management Experience managing major incidents with demonstrable understandingof both business and service impact in a large organisation Experience of influencing skills in driving compliance andapplication of standards across a diverse, multi-sourced supplierlandscape across a large IT function Track record of delivering customer satisfaction Good collaboration skills as a member of a large leadership team Proven commitment to IT Service Management best practices, especiallyProblem Management and Incident Management Able to communicate effectively (written and spoken) Working Pattern This post is full time and will form part of a team that provides 24/7cover on a shift basis, which consists of the following times: Week 1: Mon/Tue & Fri/Sat/Sun ~ Hours: 07:00-19:00 Week 2: Wed/Thur ~ Hours: 07:00-19:00 Week 3: Mon/Tue & Fri/Sat/Sun ~ 19:00-07:00 Week 4: Wed/Thur ~ 19:00-07:00 The Major Incident Manager vacancy also attracts a 15% shift allowance. Essential Qualifications: ITIL Foundation V3 Desirable Qualifications: ITIL Service Operations. The required security level is SC cleared. The candidate will alreadyhold this or be prepared to successfully complete the security clearance process. - provided by Dice CHANGE MANAGEMENT, INCIDENT MANAGEMENT, ITIL, PROBLEM MANAGEMENT, SERVICE DELIVERY, SERVICE MANAGEMENT