Please answer the following questions in order to process your application.
Select your working status in the UK *
File Attachments:
(2MB file maximum. doc, docx, pdf, rtf or txt files only)
* denotes required field
Additional Information:
Availability/Notice
Salary Expectation GBP
Approximately how far are you willing to travel to work (in miles) ?
Key Privacy Information
When you apply for a job, ComputerWork will collect the information you provide in the application and disclose it to the advertiser of the job.
If the advertiser wishes to contact you they have agreed to use your information following data protection law.
ComputerWork will keep a copy of the application for 90 days.
More information about our Privacy Policy.
Job Details
Major Incident Manager (Permanent)
Location: London Country: UK
Job Title: Major Incident Manager/ITSM Process lead
Location: London, UK
Work Mode: Remote (When required need to travel to Mphasis London office)
Years of Experience Needed: -
Candidate should have 7+ years of in Incident management along with Change and other reporting module.
Technical Skill: -
- Strong communication, interpersonal and presentation skills for working with teams at all levels including client stakeholders.
- Prior experience of Major Incident and other ITSM processes
- Strong knowledge on Service Now - mainly in Problem, Change, Major Incident and Reporting modules.
- Excellent leadership skills and ability to collaborate with team members.
- Experience of working with teams in India.
- Ability to analyse a high volume of technical data and work in a fast-paced environment.
- Strong problem solving, analytical, and time management skills.
- Ability to work to deadlines including attention to detail and multitasking skills
Non-Technical Skill:
- Providing high quality, professional major incident management as part of a 24x7, 365 Major Incident Management team.
- Quickly understanding customer issues from a business impact perspective, draw logical conclusions, make sensible suggestions that meet both the Mphasis strategic direction and customers' needs and engage other vendors/suppliers to support.
- Responsible for assessing situations, making appropriate interventions, managing resolution activities, and communicating this to both technical and non-technical stakeholders both within Mphasis, Client and 3rd Parties.
- Ensure major incidents are managed effectively, managing the expectations for stakeholders, and acting as a point of contact for business areas using language understood by those stakeholders.
- Manage and report on core ITSM processes such as Incident, Problem, Change, Service Level management.
- Subject Matter Expert (SME) in the specific process area, representing the process to all stakeholders, reporting on performance, and developing recommendations for continual service improvement.
- Supporting and nurturing process improvements and knowledge base improvements
- Contributing to the objectives of the wider Service Management and Operations team.
Certification: -
- ITIL Foundation Certification
Posted Date: 10 May 2024
Reference: JS
Company: MphasiS UK Ltd
Contact: Yathursini Ruban