MAJOR INCIDENT MANAGER - SSE

Position Description.
Major Incident Manager– IPC Exp.
8 to 15 yrs Requirement:- Major Incident Manager * Establishing & Issuing Customer & CGI communications * Communicate status and act as the central communication point * Interlock with the technical teams for incident resolution * Ability to get the right support team based on the incident * Perform escalation to ensure quick resolution of the incident * Engagement of Third Parties * Drive innovative and 'out of the box' thinking within the technical teams * Input into Major Incident Review * Input into Major Incident Report * Briefing the relevant parties Problem Management * Establishing & Issuing Customer & CGI communications * Communicate status and act as the central communication point * Interlock with the technical teams for problem resolution * Ability to get the right support team based on the incident * Perform escalation to ensure quick resolution of the problem * Engagement of Third Parties * Drive innovative and 'out of the box' thinking within the technical teams *Drive RCA determination within the shortest possible time or as per client contract * Track open preventative actions to drive permanent closure of the tickets.
Change Management * Establishing & Issuing Customer & CGI communications * Communicate status and act as the central communication point * Interlock with the technical teams for Change implementation * Ability to get the right support team based on the change request * Track changes to closure and documenting any failed change via post implementation reviews *Conduct post implementation reviews for failed changes *Conduct Change management meetings / CAB / ECABs *maintain change calendars and ensure we do not have conflicting changes on the same CI at the same time *communicate the impact of the change to all relevant teams to avoid unnecessary incidents * Engagement of Third Parties Mandatory Skills:- * Strong leadership skills on client meetings and calls * Customer facing experience * ITIL educated (minimum of foundation - either v2 or v3) * Solid understanding of the incident,problem & change management process * Broad understanding of technologies JD.
Service Management – IPC Exp.
15 yrs Requirement:- Problem Management * Establishing & Issuing Customer & CGI communications * Communicate status and act as the central communication point * Interlock with the technical teams for problem resolution * Ability to get the right support team based on the incident * Perform escalation to ensure quick resolution of the problem * Engagement of Third Parties * Drive innovative and 'out of the box' thinking within the technical teams *Drive RCA determination within the shortest possible time or as per client contract * Track open preventative actions to drive permanent closure of the tickets.
Change Management * Establishing & Issuing Customer & CGI communications * Communicate status and act as the central communication point * Interlock with the technical teams for Change implementation * Ability to get the right support team based on the change request * Track changes to closure and documenting any failed change via post implementation reviews *Conduct post implementation reviews for failed changes *Conduct Change management meetings / CAB / ECABs *maintain change calendars and ensure we do not have conflicting changes on the same CI at the same time *communicate the impact of the change to all relevant teams to avoid unnecessary incidents * Engagement of Third Parties Mandatory Skills:- * Strong leadership skills on client meetings and calls * Customer facing experience * ITIL educated (minimum of foundation - either v2 or v3) * Solid understanding of the incident,problem & change management process * Broad understanding of technologies Skills.
Change Management English Incident Management Problem Management What you can expect from us.
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