Role Title: Crisis Manager
Location: Barnsley, Hybrid - 60% office, 40% home
Duration: 30/11/2027
RATE - £500 - £570
MUST BE PAYE THROUGH UMBRELLA
Role Description:
The role holder will adhere to the Group Major Incident Management processes & procedures to efficiently manage and communicate the recovery of IT services. Capture accurate incident lifecycle milestones & drive improvement of recovery times. The role holder will lead service recovery of incidents of Medium, High and Critical threat levels, facilitating both technical and business calls with key teams and stakeholders. Build and maintain effective working relationships with IT colleagues and business partners.
Once an incident has been recovered from, the role holder is responsible for ensuring that all known root cause details are documented and appropriately communicated via Major Incident Reviews in conjunction with the Problem Management discipline to track actions and prevent a recurrence of the incident. For all incidents whereby service outage is experienced, the role holder is responsible for ensuring that a Problem Record is raised to the appropriate team for further analysis.
Responsibilities
Triage / Prioritise incidents
Facilitate Service Recovery
Facilitate Business Engagement
Communicate recovery progress to senior management
Issue Major Incident Notification (MINs)
Contribute to Incident / Major Incident Reviews
Execute the Incident Management Practice
Participate in the Management Escalation Call (MEC) processRole Dimensions
People - The role holder will not have any direct reports. And will be reporting to a Senior Incident Manager.
Budget - the role holder will have no sign off budget.
Regulatory - the role holder will manage risk and compliance, anticipate and identify legal and compliance risk, embed efficient compliance processes.
Relationships - the role holder will contribute at a high level to stakeholder management and typically relationships will extend to peers and up to 2 levels in the organisation.
Strategy -the role holder will contribute to the strategy, implementation of major parts of goals and operating model.
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