Major Incident Management Lead

Summary

Join SEGULA TECHNOLOGIES as a Major Incident Management (MIM) Lead and ensure the execution of the MIM strategy, process, and operational delivery to an ITIL standard. This critical leadership role focuses on maintaining the stability and reliability of IT operations. You will lead a team, drive process improvements, govern incident communications, and promote best practices. The role involves overseeing incident management, coordinating with technical teams, ensuring compliance with SLAs, and conducting post-incident reviews. Reporting to the Head of Incident and Problem Management, you will play a key role in the ongoing success of our IT infrastructure.

Requirements

• Degree in computer science or equivalent professional qualification or work experience
• Experience of managing Major Incident & Incident Management for multiple customers
• Experience of management experience where you have led a function or capability
• Managed a team of more than 5 people
• Excellent understanding of ITIL (V3 or V4)
• Previous experience of ControlM software and act as a resource for junior team members with rollout and maintenance
• Significant demonstrable experience of IT incidents, investigation, troubleshooting, and in preventing recurrence of incidents that interfere with the normal delivery of IT services
• Experience of approaches, practices, tools and techniques for contingency and disaster recovery operations, developing and executing contingency and disaster recovery
• Knowledge of production applications, monitoring application functions and resolving issues
• Demonstrable experience/knowledge of system and software testing, design, plan and executing system testing strategies and tactics to ensure the quality of software at all stages of the system life cycle
• Knowledge/experience of crisis management concepts and techniques predicting, averting, mitigating, and recovering from events
• Knowledge of a given technology and various application methods, developing and providing solutions to significant technical challenges
• Demonstrable experience as a computer operator on multiple operating system platforms. (Unix/Windows)
• Ability to convey technical concepts to non-technical stakeholders
• Analytical and problem-solving skills
• Skill in managing own time to prioritize tasks and meet deadlines
• Willingness to stay updated with industry trends and best practices

Responsibilities

• Lead a team and act as the Senior SME for the Major Incident Management function
• Drive the simplification and standardization of processes & procedures
• Govern the distribution of Incident communications across the IT estate
• Provide strong leadership and direction in promoting best practices across the organization
• Drive a continual service improvement mentality across Operations with a focus on improving the Incident management processes
• Partner with key stakeholders such as Infrastructure and Business engagement managers to ensure services remain stable and best in class
• Oversee the entire incident management process to ensure timely resolution and minimal disruption to services
• Coordinate with technical teams to diagnose and resolve issues, managing communication with stakeholders and affected parties
• Ensure compliance with incident management procedures and Service Level Agreements (SLAs), identifying, and addressing root causes of recurrent incidents
• Conduct 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 experienced colleagues

Benefits

• Opportunity to work in an international team
• Continuous training
• Food card subsidy