Major Incident Manager

Location: UK - Hatfield | Job-ID: 201631 | Contract type: Standard | Business Unit: IT Service Delivery/Managed Services

Major Incident Manager 

Team overview 

Our Major Incident Management team within Computacenter are currently looking for a Major Incident Manager to join us to replace a departing employee within the UK, based at our Hatfield Office. This is a 24/7 role with a hybrid model currently in place to enable a mix of remote and office working.    

So, what do we do? 

We provide 24/7 Global Major Incident Management support internally, and to a multitude of external customers within sectors such as Retail, Regulatory, Finance, Manufacturing and more. Our team takes ownership of major incidents end to end, providing command and control throughout. Issuing both verbal and written communications periodically throughout the lifecycle of an outage, keeping stakeholders informed and comfortable with our approach. We strive to achieve service restoration as quickly as possible via either sufficient workaround, or full fault rectification. This ensures that our customers are back in business as swiftly as possible, maintaining our high level of stakeholder satisfaction.    

What you’ll be doing 

End to end management of major incidents within a multi-customer environment.   
Provide verbal and written communications within an agreed SLA. 
Host technical and/or management bridges to assist with incident investigation and resolution.  
Effectively manage and escalate ad hoc issues that arise during the lifecycle of the incidents. 
Keep the customer at the heart of everything you do even when faced with uncertainty and pressure.  
Complete comprehensive handovers upon incident resolution, liaising with Problem and Change management to strive for continual service improvement. 
 

What you’ll bring 

Good working knowledge of the Major Incident process and supporting ITIL functions.  
Great verbal and written communication skills to converse with stakeholders at all levels.  
Show a high level of command and control during conference calls with both internally and customer facing.  
Ability to cope under pressure. 
Advantageous to hold ITIL Foundation v3 or v4, or experience of working in an ITIL structure environment.  
Willingness to apply for various levels of security clearance dependant on customer and business needs.  
Ability to travel when required, although a rare occurrence.  
 

Why you should join the Major Incident Management Team at Computacenter 

You will be part of a diverse and close-knit team of individuals who like to enjoy themselves while working hard. This role benefits from a level of autonomy during your responsibilities, but also extensive support from your colleagues when required.  

Great career prospects are on offer due to the skillset you will develop, along with substantial network of relationships you will gain due to the nature of this role.  We offer a generous training budget to help you achieve your goals and enable growth within both the team, and the company.  

We are a great company where people matter. We are diverse, flexible, and open. We are supportive of you, your career aspirations and development.  

Current information for our applicants

We have made our application and recruitment process virtual, we are excited to bring talent like you on board to join our growing teams within Computacenter. Our recruiters remain available to you should you have any questions. We are looking forward to getting to know you!

About us

Computacenter is a leading independent provider of IT infrastructure services, with about 18,000 employees worldwide and a global revenue of £6.7 billion (2021). We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers’ infrastructures.

We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance.

Interested in joining a company with a strong sense of community?

We’re growing. We’re hiring. We encourage. We empower. We support.
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