Computacenter

Major Incident Manager

Computacenter

full-time

Posted on:

Location Type: Hybrid

Location: Hatfield • 🇬🇧 United Kingdom

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Job Level

Mid-LevelSenior

Tech Stack

Swift

About the role

  • End to end management of major incidents within a multi-customer environment.
  • Provide verbal and written communications within an agreed SLA.
  • Host technical and/or management bridges to assist with incident investigation and resolution.
  • Effectively manage and escalate ad hoc issues that arise during the lifecycle of the incidents.
  • MIM Prevention, trend analysis and incident review to enable swift Problem engagement and continued support in the lifecycle.
  • Keep the customer at the heart of everything you do even when faced with uncertainty and pressure.
  • Complete comprehensive handovers upon incident resolution, liaising with Problem and Change management to strive for continual service improvement.

Requirements

  • Good working knowledge of the Major Incident process and supporting ITIL functions.
  • Great verbal and written communication skills to converse with stakeholders at all levels.
  • Show a high level of command and control during conference calls both internally and customer facing.
  • Ability to cope under pressure.
  • Advantageous to hold ITIL Foundation v3 or v4, or experience of working in an ITIL structured environment.
  • Willingness to apply for various levels of security clearance dependant on customer and business needs.
  • Ability to travel when required, although a rare occurrence.
  • SC Clearance is a mandatory requirement.
Benefits
  • Hybrid working model
  • 24/7 Global Major Incident Management support
  • Supportive and inclusive work environment
  • Opportunities for personal and professional development

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Major Incident processITIL functionstrend analysisincident reviewProblem managementChange management
Soft skills
verbal communicationwritten communicationstakeholder managementcommand and controlability to cope under pressurecustomer focus
Certifications
ITIL Foundation v3ITIL Foundation v4SC Clearance