Job title: Senior Major Incident Manager Date Prepared
Reporting to: Manager Major Incident Management Country/Location:
Business Group: (e.g.
Network & Shared Operations Department: (e.g.
Service Transition &
Number of reports:
0 Key Stakeholders
Operations, IT, Technology,
CTIO, Partner markets,
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.
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
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
Job Description Template
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
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
Entrepreneurial Drive for Results – Tenacious and relentless in their drive for results. Striving to achieve
simplicity for our customers and employees
Job Description Template
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
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.