R1 Major incident managers are responsible for the coordination and management of resources during a major incident. They work closely with other members of the incident response team, as well as other teams within IT and Operations. R1 Major incident managers typically work in an office environment or remote and are not required to travel. They may work long hours during and immediately after a major incident and is expected to be willing to be available 24/7. R1 major incident manager typically has a wide range of responsibilities, which can include:
- Tracking and documenting progress of each response effort to ensure that it is meeting objectives
- Communicate regularly with stakeholders to disseminate information about the response effort s progress
- Developing plans for future responses to similar incidents based on lessons learned from previous responses
- Championing the MIM processes and identifying process improvements
Duties & Responsibilities
- To lead and coordinate the Major Incident Management process during a major incident or an unplanned event
- Ensure all stakeholders are kept informed with accurate information in a timely manner
- To work closely with the Service Delivery Manager and other key stakeholders to ensure that an effective Major Incident Management plan is in place and regularly tested/updated
- To chair the Major Incident Management bridge calls, providing clear and concise updates to all attendees whilst maintaining control of the call
- To liaise with 3rd party vendors and Clients as required to help resolve the major incident, keeping all relevant parties updated on progress
- To ensure that all MI documentation is completed in a timely manner and that lessons learned are captured and fed back into the Major Incident Management process
- To maintain the Major Incident Management log, ensuring all details are accurately recorded and filed away for future reference
- To produce regular reports on Major Incident Management activity for senior management and other key stakeholders
- To continuously review and improve the Major Incident Management process in line with best practice and feedback from customers, staff, and other stakeholders
- To provide training to new members of staff on the Major Incident Management process
- To act as the point of contact during a major incident, providing them with updates and working with them to resolve any issues they may be experiencing
- To work closely with the Service Delivery Manager to ensure that SLAs are met and exceeded
- To undertake any other duties as reasonably requested by management
Required Skills and Qualifications
- Bachelor s degree in computer science, engineering, or related field
- 5-8 years of experience in IT
- 3-5 years of experience in incident management
- Exceptional problem-solving skills
- Strong analytical and critical thinking skills
- Excellent written and verbal communication skills
- Proven ability to work well under pressure
