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Technical Major Incident Manager

UK Central Government
UK, East London
from £600 to £700 per year
Contract, 6 month, Full time
Discipline: Public Sector,Itil ,Management


CV SUBMISSION DEADLINE: Friday 15th March 2019 at 02:30 PM


As Technical Major Incident Manager you will take personal responsibility for high impacting Priority 1 incidents. You will have considerable technical expertise along with experience of managing high priority incidents with the associated communications skills and managing the expectations of senior leaders. On a regular basis the you will provide communications to CDIO, the Senior Leadership Team members, senior business stakeholders and have an awareness of their requirement to also provide updates to peers and Director General level

• To be the subject matter and technical expert for the High Priority Incident Management function, taking ownership of the process and ensuring it is fit for purpose

• To proactively involved in the change process and change requests approvals

• Communicating with senior leaders and setting a communications standard across the team

Essential Knowledge, Criteria and Skills

· A broad technical knowledge/background and the ability to understand the impacts of incidents on the service to our end users

The ability to co-ordinate technical, incident and supplier side teams to ensure that all incidents are accurately prioritised and effectively managed

· Extensive experience of managing major incidents especially those that have a significant cross service impact, including how to influence technical teams not under your direct control

· Experience to identify early indications of major incidents not progressing well and the skill to engage the right teams to get them on track

· Problem solving skills when analysing issues

· Excellent communication skills

· Proven expertise in building strong relationships with stakeholders

· Clear ability to work under pressure and at pace

· Aptitude for building, managing and motivating teams

· Know when to apply ITIL best practice or when to adapt a process to fit the requirement

· Experience of communicating to senior leaders and an understanding of their specific needs with the ability to satisfy them

· Experience of setting a communications standard and the drive to ensure others adopt, maintain and develop them

· The understanding of the impact that IT has on end-users and how it underpins their activities


Incident Managers – with broad skills base, not in a tradition way, technical with an operational background. Not ITIL bible, pragmatic and sensible, broad knowledge of technology stacks and capable of managing a team. Rather than management a team use technical knowledge to manage suppliers to get an incident to solution. Technical knowledge who is capable of challenging suppliers and internally and push them to a resolution.

Technical skills in the experience, where this covered it is desktop / service desk only, Need evidence of bigger systems / picture skills. Many have Incident Management skills but this is not the focus.

CV SUBMISSION DEADLINE: Friday 15th March 2019 at 02:30 PM

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