Major Incident Manager

Job title: Senior Major Incident Manager Date Prepared
Reporting to: Manager Major Incident Management Country/Location:
Business Group: (e.g.
CTO, Finance)

Network & Shared Operations Department: (e.g.
Delivery
Management)

Service Transition &
Operations

Number of reports:
Specify:
-Direct
-Indirect
-Dotted line

0 Key Stakeholders
(Internal/External/
In-country/
Regional/ Global):

Operations, IT, Technology,
CTIO, Partner markets,
Vendors, MSPs.

Turnover/Revenue
Responsibility (€m):

N/A Budget
Responsibility
(€m):

N/A

Job purpose
 Accountable for the management and communication of all High priority Incidents 1 within the run
organization, restoration and assurance of service continuity, and crisis management. Assist in the
development and delivery of the departmental strategy, objectives & vision.
 Coach the team of Major Incident Managers in order to maximize effectiveness.
 This is global role with multi country responsibility of all High Priority incidents
 The technical scope of the role extends to Core and Infrastructure, Shared Services (Internet, Voice and
Video) and ISP platforms.
Operations is a 24/7 team so the role will involve on call support and in rare cases shift work. Flexibility is,
therefore, a must.
Key Accountabilities
 Accountable for management and communication of all high priority network incidents to provide efficient,
timely and effective remedies to network issues and requirements, ensuring that business disruption is
minimized.
 Support, and mentor a 24×7 team of incident management professionals alongside the team Manager by
defining best practice and quality standards and ensuring they are understood and followed.
 Provide continuity between Incident Management shift teams and act as point of escalation
 Always look for continuous improvement, showing commitment and drive to achieve results and improve
departmental effectiveness. Provide regular communication, giving clear direction and guidance.
 Lead Client Management Bridges for Partner Markets.
 Responsible for ensuring a robust interface to the Problem management and known error processes to
ensure root causes of major incidents are clearly identified.
 Consistent management of the resolution of Critical, Major and High priority incidents across the full range
of Network supported services, throughout their lifecycle. This includes prioritization, communication,
escalation, analysis & review
 Lead Major Incident Reviews; supporting Incident Managers in identifying real causes and accurate
descriptions of incidents and impacts; recommending remedial actions; acting as first point of escalation
for Incident Managers in the event of actions not being taken.
 Implement Crisis Management and Service Continuity policies and procedures to ensure disruption to the
business is minimised during any disaster.
 Working with Change Manager and users (at all levels) of defined Service Management Processes (e.g.
Transition, Change, Configuration) to identify and remedy breaches of process.
 Proactively working with Incident and Problem Management teams in the event of cross-departmental
problems; leading or assisting as appropriate.
 Provide On Call / Escalation Support as part of an on call 24 x 7 x 52 Callout Rota

1 High Priority in USMS terms is P1 and potential P2 incidents that have a potential to be upgraded to
P1.

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Knowledge & Experience
Preferred education/ qualifications:
 Higher level education preferably in a technology related domain.
 Minimum alternate industry experience of 3-5 years in large carrier Telco or Cable provider with
International presence across Europe

Knowledge & Experience:
 5+ years of experience working in a Global Operational environment
 Candidate must be a self-motivated individual that is dedicated to delivering brilliant customer service,
and must pose strong communication and interpersonal skills
 Demonstrates a high level of coaching skills, with particular emphasis on interpersonal, strong
communication, influencing, negotiating and motivational attributes
 Experience of leading teams to analyze, assess and resolve complex technology requirements, problems
and issues.
 ITIL Foundation certified, ideally to ITIL v3.0
 Good understanding of USMS and/or Remedy fault management systems
 Excellent problem solving and decision making skills
 Strong customer focus
 Ability to work effectively under pressure
 Good understanding of key business processes
 Fluency in English both written and spoken
Skills & Abilities:
 Co-creates and executes Strategy – Implements on the T&I objectives as reflected in the company’s
strategic objectives and the pillars of one promise, one plan, one company
 Innovates with a customer focus – Surprises and delight our customers and innovates based on the needs
of tomorrow
 Entrepreneurial Drive for Results – Tenacious and relentless in their drive for results. Striving to achieve
simplicity for our customers and employees

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 Lives One Company
 Works across our matrix/footprint to achieve the best outcome for the business, our customers,
employees and shareholders
 Leads and Inspires
 Authentic, transparent and considerate. Works hard to create a Winning Team
 Strong written and verbal communication skills, ability to form business relationships across multiple
locations
 Strong vendors management skills in service oriented based environment
 Strong KPIs monitoring capabilities and skill sets
 Ability to work efficiently in a high demand and fast-paced environment.