About the Role
A bit about the roleThis is an excellent opportunity to prove your Major Incident Management skills in a truly challenging, and complex environment. In order to be successful in securing this role, candidates will need to demonstrate previous experience of managing Major Incidents using in house and vendor-based support teams.In this role you will be responsible for coordinating the recovery of all Major Incidents to resolution and assisting the IT Major Incident / Problem Manager in the analysis and long-term resolution of issues. The successful candidate must have the ability to have challenging conversations with clients, customers and key stakeholders, chair meetings and drive action plans whilst being pro-active and reactive towards problem management.Manage rapid response to major incidents and problems, ensuring that appropriate action is taken to investigate and resolve then, with minimal downtime to systems and servicesAbility to motivate/influence and support the response team the to deliver rapid response to major incidents as they occurEnsure effective investigation of all incidents in line with service level agreements, providing a high level of customer contact / communication for critical incidentsConduct post incident review meetingsOwn the investigation of resolved critical incidents to determine root causeProvision of Major Incident reports to customers and the businessUtilise problem management processes and procedures to analyse system failures and provide resolutions to reduce future incidentsRecording of problem records, ensuring workaround for recurring problems are added to the knowledge base and communicated to the Help DeskMaintenance of known error recordsManage business communications for IT change activity outside of core hoursWhere necessary, support the functional testing of IT change activity outside of core hoursProactive monitoring of IT systems and servicesSupport the wider team with IT Operations activities as requiredA bit about youAbility to influence key stakeholders in achieving minimum disruption to the Stores & Web site IT infrastructureExcellent communication and organisation skillsProven track record in Incident and Problem ManagementAbility to effectively challenge when appropriateYou will be a self-motivated achiever who gains satisfaction from providing excellent customer serviceSubstantial proven experience of successfully managing major incidentsAbility to work well under pressure and lead a team to resolve major incidentsAbility to think logically, analyse situations and problem solveProficient in knowledge of IT Infrastructure (hardware, databases, operating systems, local area networks etc.)Broad knowledge and understanding of IT concepts and architecturesShows aptitude for analysing and managing problems arising from incidentsSubstantial experience in a complex airport environment is highly desirableRelevant ITIL qualifications, ITIL foundation as a minimumExperience of using ServiceNow/Jira is highly desirable