The purpose of the role is to ensure the execution of the Major Incident strategy, process, and operational delivery to an ITIL standard, ensuring a professional Incident Management capability. The MIM lead will work as part of a team, able to manage multiple processes and identify areas of improvements to ensure the MIM capability remains professional and efficient.
The MIM lead will report into the Head of Incident and Problem Management. This role is a critical leadership role which is key to the ongoing stability and reliability of our IT operations
Accountabilities
- Leading a team and acting as the Senior SME for the Major Incident Management function.
- Driving the simplification and standardisation of processes & procedures.
- Governing the distribution incident communications across the IT estate.
- Providing strong leadership and direction in promoting best practices across the organisation.
- Driving a continual service improvement mentality across the operation with a focus on improving the incident management processes.
- Partnering with key stakeholders such as infrastructure and Business engagement managers to ensure services remain stable and best in class.
- Overseeing the entire incident management process to ensure timely resolution and minimal disruption to services.
- Coordinating with technical teams to diagnose and resolve issues, managing communication with stakeholders and affected parties.
- Ensuring compliance with incident managements procedures and Service Level Agreements (SLA), identifying, and addressing root causes of recurring incidents.
- Conducting post incident reviews to identify opportunities for improvement, providing regular updates to management on incident trends and performance metrics and implementing measures to prevent future incidents.
- Lead incident response teams, developing and refining incident management policies and procedures and providing guidance to less experience colleagues.
This is a permanent, fully remote position.
