Major Incident Manager

Major Incident Manager

Service Desk Management:

Team Supervision: Lead, mentor, and train a team of service desk agents to maintain high service standards and professional development

Workforce Management: Schedule staff, manage workloads, and set coverage to ensure constant service availability

Daily Operations: Oversee the day-to-day functioning of the service desk, ensuring efficient and effective problem resolution.

Ticket Management: Manage the queue of support tickets, ensuring proper assignment, escalation, and timely resolution within SLAs

Process Improvement: Develop, refine, and document processes for troubleshooting and problem resolution to improve service efficiency and customer experience.

Knowledge Base Management: Ensure the accuracy and maintenance of documentation for recurring issues and their resolutions.

Reporting: Daily, Weekly and Monthly reporting of operational metrics

Major Incident Management:

Managing the incident lifecycle from detection to closure, facilitating cross-functional teams, ensuring timely and clear stakeholder communication, conducting post-incident reviews for continuous improvement, and developing incident management tools and processes

Orchestrate Response: Lead and facilitate all investigation activities, meetings, and conference calls, ensuring a collaborative approach to resolution.

Communicate Effectively: Issue all communications to key stakeholders and customers regarding the incident's status and expected resolution.

Manage Teams: Matrix-manage various technical and operational teams, including external third parties, to develop and execute collaborative action plans with clear roles and deadlines.

Drive to Resolution: Ensure the incident is resolved quickly, whether through a temporary workaround or a permanent fix.

Document Progress: Maintain accurate records and logs of the incident, including technical diagrams and contact information.

5+ years of experience in Service Desk management or IT MIM support.