Lead Administrator

Role: Major Incident Manager Location: Reading Role: The aim of this role is to handle and restore normal service operation as quickly as possible and minimise the adverse impact on business operations, ensuring that agreed levels of service quality are maintained. Manage and coordinate Major Incidents and incident resolution. Key Accountabilities Manage high priority, complex incidents which require cross system team engagement. Coordinate the implementation of “workaround” solutions across various run and build teams. Own the overall process for high priority and major incidents in order to minimise the impacts on the business from urgent and severe incidents. Act as an escalation point from the 1st Line support teams and the Service Manager. Reduce service downtime through effective Incident Management Manage expectations from multiple channels affected by incidents, such as the branches divisions Overall accountability for incident monitoring Hold suppliers / 3rd parties to account according to contractual obligations with regard to resolving incidents and providing appropriate information and date to restore service. Ensure incidents are documented and communicated effectively and accurately, according to standards set by the client. Knowledge Has appropriate level of knowledge of specific relevant Incident Management methods Strong Experience of ITIL - Incident Management Change management, Release management, Problem management Knowledge of application(s) under responsibility and underlying infrastructure Stakeholder Relationship Management Strong communication and analytical skills