Job description:-

Major Incident Manager

Roles and Responsibility

• The Major Incident Manager has overall Accountability for managing and driving towards recovery from a major incident
• Managing (owning) the major incident through to service recovery
• Confirming the problem meets major incident criteria
• Determining the scope of the major incident
• Qualifying the customer impact
• Ensuring internal notification and escalation procedures are followed
• Working with the Technical Incident Manager to drive the recovery plans
• Ensuring the service has been restored to the customers' satisfaction
• Ensuring adequate escalation is in place, as appropriate to the progression of the investigation
• Excellent communication skills & should have led customer calls and handled escalations
• Will involve a 24*7 shift with predominantly afternoon and Night Shifts