Major Incident Manager

Competitive Salary + comprehensive and fully flexible benefits scheme

Hatfield 

24 x 7x 365 shift patterns (7 till 7)

A new and exciting opportunity has arisen in our Head Office, Hatfield, for a high level Major Incident Manager (MIM) to join an ever expanding Major Incident Team.  The successful candidate will manage and coordinate the efforts of the cross-functional service restoration teams to resolve the service outages that occur and ensure service issues are processed with urgency to continually improve downtime impact to the client business

Responsibilities:

·         Take full responsibility for Major Incident management from initiation until an acceptable client work around is in place

·         Total ownership of incidents, problems and change activities that affect service.

·         Own all communications during a major system outage

·         Ensuring management and business is kept updated as required.

·         Ensure post event/incident follow-up actions are addressed as published in any/all preliminary/final analysis.

·         Modify Major Incident Manager Procedures and Responsibilities on an as needed basis.

·         Review communications history for executive alerts, coaching those who produce alerts that do not meet or exceed our quality and timeliness standards

Skills Required:

·         Experienced successful high level Major Incident Manager

·         Incident and problem management experience.

·         Solid experience in an outsourced managed services MIM function or vendor MIM function.

·         Exemplary customer facing skills.

·         Experience with Remedy

·         Experience with Training & Project Management

·         Understanding of internal customer business needs

·         On-call working

Skills Desired:

·         In-depth industry knowledge

·         Experience working in ERP environments (e.g. Oracle Enterprise1, SAP R/3)

·         Working knowledge of relevant network protocols (e.g. TCP/IP, UDP, NFS, NTP, OSI, VPN, NAT, TLA).

·         Understanding of multiple operating systems such as HP-UX, Solaris, & Linux.

Key facts about Computacenter

Computacenter is Europe’s leading independent provider of IT infrastructure services & solutions

• Our focus is on corporate and government organisations, typically of from 500 to 10,000 employees, and large enterprises of 10,000 or more employees.
• Over 10,000 staff are employed across the Group. 2008 adjusted profit before tax was £43.1 million. Revenues were £2.56 billion
• Over 70% of Computacenter’s Group revenue comes from services, software, and sales of enterprise products such as servers and connectivity/networking technology  

Computacenter is an equal opportunity employer and welcomes diversity