Major Incident Manager

31 July 2018


Job Summary:

The role of the Major Incident Manager will be primarily responsible for the effective day to day running of all high priority incidents within SIAM based ITIL Incident Management framework.

The primary aim is to restore normal service provision/ operations as quickly as practicably possible minimising disruption to the business.

You wil provide governance and oversight of all incidents through to timely resolution, providing effective communication and escalation with vendors and key stakeholders

It is essential you champion high quality Incident and Problem Management practices across our Global Technology, in an effort to ensure effective end to end delivery of our IT services.

This role will be covering UK, India and North American, Operating hours however it will primarily cover US hours. At times you may be required to work as part of a shift team covering weekends

Main Responsibilities & Accountabilities:

This highly pressurised role will champion quality major incident management best practices across our global IT. Day to day the role will involve:

  • Responsible for driving, managing and coordinating the response to all critical, major and high priority incidents
  • Co-ordinate rapid and effective response to Major Incidents including escalation, follow through, dissemination of workarounds, or resolution advice and closure.
  • Responsible for timely clear, accurate and punctual communications to internal stakeholders and customers (EMAIL and SMS)
  • Carry out monthly trending on ticket volumes to identify improvements and feed into Problem management
  • In conjunction with key vendors, identify and drive continuous service improvement opportunities to enhance Incident Management practices
  • Responsible for chairing and driving major incident management bridges
  • Responsible for effective internal and/or vendor escalation
  • Lead and/or Contribute to effective Post Incident Reviews - Engage teams for PIR activities, produce Post Incident Reports, as well as input to the Change and Problem Management Processes as and when required
  • Single Point of Contact for internal stakeholders for all High Priority Incidents
  • Produce daily and weekly and monthly incident reporting summaries
  • Quality assurance of High Priority Incident tickets within Service Now across all Major Incidents
  • Ensure that post incident reviews are completed and details are smoothly handed to problem management as per established process
  • Ability to work across 24/7 coverage via Out of Hours/On Call rota as required

About Petroplan:

Petroplan is a global organisation which specialises in connecting skilled professionals with exceptional contract and permanent career opportunities throughout the oil, gas and energy industry. This has been our focus since Petroplan was formed in 1976.

Our company aim isn't to be the largest industry recruitment specialist but rather the best. As such, our recruitment services, contractor management and specialised support is tailored to meet the individual needs of candidates, contractors and clients. Petroplan's local offices across Europe, the Middle East, North America, Asia-Pacific, Africa and Australasia support projects throughout forty countries. Our client portfolio includes multi-national companies, together with niche organisations focusing on a specialist discipline or location.

For more information please feel free to visit our website