Major Incident Manager

**Responsibilities**:

- Minimizing business impact by driving the resolution of major incidents in the shortest time frame possible, either through the implementation of a workaround or permanent fix.
- Convening and chairing major incident bridge calls between all involved parties.
- Following the agreed MIM procedure
- Ensuring all resolver teams have a common understanding of the business impact and a sense of urgency
- Implementing a command-and-control approach to provide purpose and direction across all resolver teams, whether internal, client or 3rd
- Keeping key stakeholders informed of progress at the agreed frequency and through the agreed communication channels
- Ensuring that an accurate record of steps taken during a major incident is kept up to date.
- Conducting post major incident reviews and overseeing the creation of major incident reports
- Ensuring that the root cause of all major incidents is thoroughly understood and that a problem record is created.
- Actively drive the resolution of problems through the assignment and follow-up of agreed actions and process improvements.
- Provide periodic status updates on problem records to key stakeholders
- Actively input to the tooling strategy for monitoring and event management across all environments under support.
- Own the continuous improvement plan for major incident management for specific clients.

**Qualifications and Experience**:

- Minimum of 10 years of experience of working in IT operations environment with experience of ITIL incident management.
- Broad technical understanding industry standard technologies.
- Experience of dealing with senior stakeholders in a confident and assertive manner while employing the highest levels of tact and diplomacy.
- Strong leadership skills. Ability to own the bridge call and effectively direct colleagues and 3rd parties via a matrix management structure.
- Excellent organizational, collaboration and analytical skills
- Strong judgement and decision-making ability
- Proven experience of presenting to senior level audiences, with proven ability to understand and translate technical information and issues into communications that can be easily understood.
- Advanced problem-solving skills.
- Flexibility to adjust to multiple demands, shifting priorities and rapid change.
- Excellent written and verbal communication skills in English (C1 level or better).
- Ability to work on-call rotation: support a 365x24x7 organization.

**About Endava**:
Endava is reimagining the relationships between people and technology. For the past 20 years it has helped some of the world's leading Finance, Insurance, Telecommunications, Media, Technology and Retail companies accelerate their ability to take advantage of new business models and market opportunities. We have more than 10000 employees located in close to client locations in Denmark, Germany, Netherlands, United Kingdom, United States and nearshore delivery centers in the EU: Romania, Bulgaria, Croatia and Slovenia; Central European Countries: North Macedonia, Moldova, Serbia and Bosnia and Herzegovina; Latin America: Argentina, Colombia and Uruguay.

**Additional Information**:

- ITSM certifications (ServiceNow/Cherwell)


**About Endava**:
Endava is reimagining the relationships between people and technology. For the past 20 years it has helped some of the world's leading Finance, Insurance, Telecommunications, Media, Technology and Retail companies accelerate their ability to take advantage of new business models and market opportunities. We have more than 10000 employees located in close to client locations in Denmark, Germany, Netherlands, United Kingdom, United States and nearshore delivery centers in the EU: Romania, Bulgaria, Croatia and Slovenia; Central European Countries: North Macedonia, Moldova, Serbia and Bosnia and Herzegovina; Latin America: Argentina, Colombia and Uruguay.