Major Incident Manager

IT Internet and Technology


RecruitGibraltar are currently recruiting for a Major Incident Manager to join a household name in the Online Gaming Sector with an excellent reputation in its field of expertise. They are a forward thinking Company and seek employees who have the same drive and motivation in their chosen career. Their desire to retain their market leading position means that all aspects of their business model are managed with a view to being the best and providing an outstanding working environment for their staff in all their locations.

What is the plan for the Major Incident Manager role?

The Major Incident Management Function is required to drive operational excellence throughout the technology organisation by execution of a high standard of Major Incident Management. The role will be responsible for ALL major incidents for all services within the Group.

What will you do as a Major Incident Manager?

Work on various shifts and on call to facilitate 24x7x365 support. All shifts will be office based.
Act as ‘One Voice’ of Technology during Major Incidents providing accurate, concise information and where needed handling conversations at senior stakeholder level.
Personally, manage major incidents and act as an escalation point to ensure timely resolution of incidents within expectations and SLAs.
Host and manage appropriate Major Incident technical and management calls to facilitate the restoration of major incidents.
Ensure all Major Incidents have accurate business impact statements, ongoing actions, detailed recovery plans that are communicated to the correct audience throughout the incident lifecycle.
Where necessary create exec summaries of major incidents and present to senior stakeholders (CIO and COO level)
Effectively manage 3rd party, suppliers and vendors ensuring the support and commitment is carried out for major incidents and where needed escalate to senior management.
Conduct Post Incident Reviews by ensuring the right level of attendance by key team members and has a clear disciplined model that is followed.
Work in tandem with the Head of Continuous Improvement ensuring the Major Incident Management process is governed and regularly reviewed, and updated as required, to ensure full integration with other relevant processes, reflecting ITIL best practice guidelines.

What do you know that makes you a great Major Incident Manager?

Previous and demonstrable experience with Major Incident Management in a large multi-vendor environment (including outsourced) and complex infrastructure.
Ability to communicate concisely, effectively and instil confidence at Executive and Board level.
In depth working knowledge of service management processes (Incident, Problem and Change Management)
Strong time management and efficiency skills, organised and delivery focused, good planning skills, and process driven.
Experience of working and delivering in a high-pressure environment with multiple priorities.

Salary £50k based on experience with bonus, an excellent relocation package and private healthcare.

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