Major Incident Manager

Job Description
We're looking for a highly motivated Major Incident Manager to join our IT team in Leighton Buzzard. As a Major Incident Manager within IT, you will provide leadership and direction during Disaster Recovery, Business Continuity, P1 & P2 incidents. Ensuring our partners demonstrate absolute command and control, whilst maintaining an overall incident perspective and ensuring the Incident Management processes are followed and continuously improved.
This is a hybrid role with one day a week in our Leighton Buzzard office.
Responsibilities:

• Providing leadership and direction during Disaster Recovery, Business Continuity, P1 & P2 incidents.
• Ensuring our partners demonstrate absolute command and control, whilst maintaining an overall incident perspective and ensuring the Incident Management processes are followed
• Accountable for the correct Prioritisation of incident impact.
• Accountable for driving results and coaching partners to achieve SLA/KPI performance by focusing on effective cross functional team working
• Coordinating/facilitating the communication process as well as the escalation process during all Disaster Recovery, Business Continuity, P1, P2 incidents
• Proactively monitoring incident resolution, analysing, and highlighting trends and root causes to IT Management, Service Assurance teams and/or relevant support teams
• Ensuring our colleagues and partners produce clearly written Post Incident reporting within agreed SLAs, and driving Problem Management as required.
• SPOC (Single Point Of Contact) for Business and Customer escalations relating to high profile events
• Champion quality standards and Service Assurance processes ensuring compliance across all operational teams.
• Compiling and publishing routine and specific operational review and reports.
• Driving a Continuous Service Improvement approach to Major Incident Management across the organisation as evidenced by Major Incident KPI’s.
• A high degree of engagement and support of Problem Management will be required.

Skills and Qualifications

• ITIL V3 Foundation (ideally)
• Excellent communication/ relationship building skills.
• Excellent written and verbal communication and presentational skills
• Must be a self-starter, proactive and highly organised
• Proven ability to achieve results through effective management of service and technical expertise
• Excellent problem solving and decision making skills
• Strong customer focus
• Ability to work effectively under pressure
• A practical and logical approach to problem management

Connells Group is one of the largest and most successful estate agency and property services providers in the UK and as of March 2021 also encompasses Countrywide. Founded in 1936 and with a network of over 1,250 branches nationwide, the Group combines residential sales and lettings expertise with a range of consumer and corporate services including new homes, mortgage services, conveyancing, EPC provision, surveying, corporate lettings, asset management, land & planning, LPA receivers and auctions.
Connells Group UK is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, transgender status, religion or belief, marital status, or pregnancy and maternity.
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