Major Incident & Change Lead

A bit about the role

This is an excellent opportunity to prove your Major Incident Management skills in a truly challenging, and complex environment.  In order to be successful in securing this role, candidates will need to demonstrate previous experience of managing Major Incidents using in house and vendor-based support teams.

In this role you will be responsible for coordinating the recovery of all Major Incidents to resolution and assisting the IT Major Incident / Problem Manager in the analysis and long-term resolution of issues. The successful candidate must have the ability to have challenging conversations with clients, customers and key stakeholders, chair meetings and drive action plans whilst being pro-active and reactive towards problem management.

• Manage rapid response to major incidents and problems, ensuring that appropriate action is taken to investigate and resolve then, with minimal downtime to systems and services
• Ability to motivate/influence and support the response team the to deliver rapid response to major incidents as they occur
• Ensure effective investigation of all incidents in line with service level agreements, providing a high level of customer contact / communication for critical incidents
• Conduct post incident review meetings
• Own the investigation of resolved critical incidents to determine root cause
• Provision of Major Incident reports to customers and the business
• Utilise problem management processes and procedures to analyse system failures and provide resolutions to reduce future incidents
• Recording of problem records, ensuring workaround for recurring problems are added to the knowledge base and communicated to the Help Desk
• Maintenance of known error records
• Manage business communications for IT change activity outside of core hours
• Where necessary, support the functional testing of IT change activity outside of core hours
• Proactive monitoring of IT systems and services
• Support the wider team with IT Operations activities as required

A bit about you

• Ability to influence key stakeholders in achieving minimum disruption to the Stores & Web site IT infrastructure
• Excellent communication and organisation skills
• Proven track record in Incident and Problem Management
• Ability to effectively challenge when appropriate
• You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
• Substantial proven experience of successfully managing major incidents
• Ability to work well under pressure and lead a team to resolve major incidents
• Ability to think logically, analyse situations and problem solve
• Proficient in knowledge of IT Infrastructure (hardware, databases, operating systems, local area networks etc.)
• Broad knowledge and understanding of IT concepts and architectures
• Shows aptitude for analysing and managing problems arising from incidents
• Substantial experience in a complex airport environment is highly desirable
• Relevant ITIL qualifications, ITIL foundation as a minimum
• Experience of using ServiceNow/Jira is highly desirable