Major Incident and Service Manager

Salary & Benefits: Competitive Salary + Bens

Department / Function: Technical Support

Location: East Midlands

Job Advert Description:

The Role

Our requirement is to bring in a Major Incident and Service Manager to join our current on site team, working alongside one of our established public sector clients in Leicester.

The role will be responsible for effectively providing end to end major incident and service processes and procedures.

Also responsible for providing support and ensuring ownership for a number of areas for Service Management and Operations (e.g. Service Asset & Configuration Management, Service Transition, Patch Management and CSI).

It will work effectively alongside the Service Management team, Operations and Service Delivery Management.

The Opportunity

  • Driving the efficiency and effectiveness of the Major Incident and Service Management process.
  • Manage the High Severity Service Incidents (HSSI) and RCA processes.
  • Maintain and update the knowledge management process and other tools on a regular basis – detailing known issues & their work-around detailing common/recurring issues and resolution steps.
  • Working with the Problem Manager ensure the effectiveness of Problem management, making recommendations for improvement.
  • Manage and own the resolution of Major Incidents. Contribute towards Continual Service Improvement by delivering the actions of the CSI/SIP
  • Manage communication with stakeholders, build strong relationships with stakeholders through honest and open dialogue

  The Person

  • Experience of undertaking a similar role previously
  • Comprehensive experience of Service Delivery and IT Operations, with practical experience in Service Desk, Desktop support, Infrastructure support.
  • An strong understanding of Service Management tools, functionality and ways of working
  • Proven experience of supporting a large user base over multiple locations.
  • Strong experience of working within IT Operations including networks, datacentres, Windows servers and Microsoft operating systems. 
  • ITIL v3/v4 Foundation

Join NTT DATA in the UK and you will be joining a growing company where you will be more than just another employee. With an entrepreneurial attitude you will have the opportunity to grow your career and stand out from the crowd. At NTT DATA we help develop innovative business and IT solutions for some of the most respected organisations in the public and private sectors. 

At NTT DATA we place great importance on the value of diversity. The powerful effect of being able to call on a diverse workforce and all the benefits that go with it are central to our culture. It's a core principle that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation. We believe that building an inclusive and diverse workplace is essential to our success; we want our people to feel comfortable, be themselves and, as a result thrive.

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