Major Incident Manager

The Major Incident Manager role sits within the Major Incident Management (MIM) team, as part of the HOST Service Management Incident discipline within Technology Infrastructure.

The role holder will adhere to the Group Major Incident Management processes & procedures to efficiently manage and communicate the recovery of IT services. Capture accurate incident lifecycle milestones & drive improvement of recovery times. The role holder will lead service recovery of incidents of Medium, High and Critical threat levels, facilitating both technical and business calls with key teams and stakeholders. Build and maintain effective working relationships with IT colleagues and business partners.

Once an incident has been recovered from, the role holder is responsible for ensuring that all known root cause details are documented and appropriately communicated via Major Incident Reviews in conjunction with the Problem Management discipline to track actions and prevent a recurrence of the incident. For all incidents whereby service outage is experienced, the role holder is responsible for ensuring that a Problem Record is raised to the appropriate team for further analysis.

• Restoring normal service as quickly as possible, minimising adverse impact to the business.
• Recovering Technology systems and services in accordance with business/Technology service level agreements, in conjunction with technical support teams and in line with global incident management processes.
• Building and maintaining effective working relationships with Technology colleagues and business partners
• Facilitating technical investigations by virtual teams to recover services from IT incidents
• Setting actions and monitoring their progress during IT incidents and contributing to the development of a globally consistent and efficient Incident Management process
• Communicating the impact of incidents and the progress toward recovery to a wide network of recipients using standard Incident Management tools
• Ensuring that recovery steps are auditable and compliant

• Relevant product knowledge including knowledge of Microsoft office literate
• Past working experience in a relevant role, i.e. Proven experience working within an IT position
• Availability to work the shift pattern may be required for this role, i.e. Positions covering both a Core Days and a 24x7 shift pattern are available. The Core Days pattern covers 07:00 - 19:00 (including Bank Holidays). The 24x7 pattern is covered by 4 shifts.
• Relevant product knowledge including knowledge of Global Service Desk, SharePoint is desirable but not essential
• Experience working in relevant environment/s, e.g. Service Operations is desirable but not essential
• Experience working in relevant market/context, e.g. Information Technology is desirable but not essential
• Role relevant qualifications, e.g. ITIL is desirable but not essential
• A desire to find ways to continually improve the service delivered to customers
• A flexible and adaptable approach to change and will support others to respond in a similar way
• Achieve targets and met expectations whilst supporting and encouraging others to do the same
• Accomplished written and verbal communication skills, is confident and assertive.
• Ability to understand technical and business processes to a level that allows them to set actions, understand the urgency and drive incidents through to conclusion at the earliest.
• Able to work under pressure and to tight deadlines

• Supporting others' performance, enabling them to achieve by providing clear direction, motivation and support
• Excellent written and spoken communication skills; an ability to communicate with impact, ensuring complex information is articulated in a meaningful way to wide and varied audiences
• Building and utilising effective networks across business areas, developing relationships based on mutual trust and encouraging others to do the same
• Planning and managing projects and activities systematically in line with business priorities, using a variety of analysis and problem solving techniques

• Competitive salary
• Luxoft Training Center
• Access to e-learning Library
• Individual development plans
• Long-term cooperation with possibility to gain experience in different projects and technologies
• A significant number of professional communities (Agile Community, Tech Community, Business Analysis Community, etc.)

• Group Life Insurance
• Private healthcare insurance – LuxMed. Unlimited access to specialist consultations with Dental Care included
• Medical costs reimbursement for employees (up to certain amount per quarter)
• Travel Insurance
• Benefit Program - Cafeteria and Multisport Card

• Various communities (sport, recreation activities, trips, board games, cultural and educational activities)
• Discounts program for employees – BeLux (banking offer, car leasing offer and cafeteria program discount)
• Convenient locations in a modern offices with game rooms
• Multinational projects for clients all over the world