Major Incident and Experience Manager

The role

This is a multi-faceted role within the IT Service Management team.

The role is responsible for the oversight and management of our Incident and Problem Management processes and directly manages all in-scope Major Incidents, working closely with our London based technical leads. It is also heavily focused on enhancing the reliability of services and, consequently, the productivity of employees by identifying opportunities and collaborating with the wider IT Team(s) to implement the necessary improvements through Experience Level Management.

The role is also responsible for providing clear guidance and direction to our Incident and Problem Management teams in Bangalore and works closely with our other core process roles to ensure that our Incident, Problem, Request, Change and Release Management processes dovetail appropriately. As such, the role holder must also retain a strong working knowledge of our Request, Change & Rele...