Major Incident and Problem Manager (Technology)

Major Incident and Problem Manager (Technology), Full-Time & Permanent, Houghton Regis, Bedfordshire (Hybrid working with a minimum of 3 days in the office)

The role our technology Major Incident and Problem Manager plays is pivotal in maintaining the reliability and integrity of IT services, ensuring minimal disruption to business operations and optimising overall service quality., In this role, you will be overseeing the Major Incident Management process, prioritising incidents based on impact and urgency and coordinating with the wider technology teams to diagnose and resolve complex issues as well as analysing trends to identify underlying problems development solutions and service improvements.,

• Responsible for the full lifecycle of the Major Incident including the post incident activity.


• Ensure that Major Incidents are managed in accordance with the MIM policy and procedures.


• Lead the investigation and resolution of the Major Incident including running Bridge Calls, documenting and tracking progress and the timeline through to resolution.


• Accountable for communication to Senior Business Leaders relating to the Major Incidents.


• Develop a clear understanding of business areas and how IT services support them. Develop and refine how IT incidents are prioritised based on the impact of incidents on these business services.


• Focusing on restoring normal service operation as quickly as possible during major incidents and preventing the recurrence of incidents related to errors in the IT infrastructure.
  
  IT Major Incident Management experience, alongside Problem and Change Management


• Problem Solving and analysing problems alongside critical thinking and able to develop effective solutions.


• Able to remain calm in a pressurised environment.


• Demonstrable, strong working knowledge of ITIL Service Management framework and process areas


• Knowledge of the IT infrastructure (hardware, databases, operating systems, local area networks etc) and the IT applications and service processes used within own organisation.


• Proven ability to communicate technical concepts to non-technical people to enhance understanding and drive to decisions that lead to positive outcomes.


• Able to cover an on-call shift which is 1 week out of 4., Keeping up with new platforms and real-world technologies allows us to get closer to our audience than ever before. Our dynamic Major Incident and Problem Team are subject experts and a team who are passionate about what they do.
  
  Whitbread are the owners of Premier Inn, and some of the UK's most loved restaurants. With a website that handles nearly £2billion worth of transactions per year and a business that employees around 40,000 people, this role will offer you a genuine challenge to keep our customers and colleagues' data secure.
  
  Healthcare: Individual and Family BUPA healthcare


• Discounts: Up to 60% discount on Premier Inn stays and 25% discount on our Restaurant brand


Check out all our benefits here: https://www.whitbreadcareers.com/about-us/benefits