Major Incident Consultant

ESSENTIAL DUTIES AND RESPONSIBILITIES INCLUDE THE FOLLOWING: • Major Production Incident Management including the management of cross functional and cross site support teams (on & offshore) ensuring service is restored in a timely manner with minimum impact to the client’s business; • Act as th ...

ESSENTIAL DUTIES AND RESPONSIBILITIES INCLUDE THE FOLLOWING:

• Major Production Incident Management including the management of cross functional and cross site support teams (on & offshore) ensuring service is restored in a timely manner with minimum impact to the client’s business;
• Act as the single communication point for key stakeholders and Senior Management for the duration of a Major Incident;
• Record and maintain Major Incident information;
• Follow-up with support teams on Root Cause Analysis (RCA);
• Recommend preventive actions post incident and follow up with support teams until closure;
• Produce Major Incident Management report for management and client;
• Produce management/client weekly and monthly reports for review including SLA report and problem information;
• Work with management to review the efficiency and effectiveness of Incident & Problem Management activities/processes;
• Participate actively in process re-engineering;
• Manage incidents on multiple Incident Management tools;
• Coordinate support (Tier 1, Tier 2 & SMEs) teams and escalate process breaches, SLA breaches and performance issues; and
• Document (change where necessary) & drive SLAs, OLAs with SD Worx and their third party suppliers to meet their agreements and contracts for high severity incidents.

KNOWLEDGE, SKILLS, QUALIFICATIONS & EXPERIENCE:

• Track record of working successfully in a Major Incident Management role within a customer facing, enterprise environment and/or having at least 2 year of experience in similar position;
• Knowledge and understanding of ITIL processes (ITIL foundation certificate / ITIL Managers Certificate desirable);
• Demonstrate knowledge and understanding of Support systems and processes is an advantage;
• Strong analytical and problem solving skills;
• Previous experience in the use of Remedy, Right-NOW or any other relevant Incident Management tools is desirable;
• Experience of maintaining operational stability through prolonged periods of organisational and technological change;
• Fluent English communication, verbal and written;
• Excellent communication and relationship management skills to liaise at all levels both within the business and with clients;
• Technical understanding of a wide range of platforms - Microsoft Technologies (SQL), Mid-Range Systems, Web (.NET) and Mainframe;
• Proficiency in all Microsoft Office products especially Excel, Word and PowerPoint;
• Team player with ability to work with minimal supervision; and
• Role will require you to work on a 24 x 7 on-call rota.