Major Incident Manager and Incident/Change Analyst

Major Incident Manager and Incident/Change Analyst
6 Month contract initially + Extensions
Based: Onsite - Wokingham
Rate - £450 - £500 p/d via Umbrella

We have a great opportunity with a world leading organisation where you will be provided with all of the support and development to succeed. A progressive organisation where you can really make a difference. We have a great opportunity for a Major Incident Manager and Incident/Change Analyst a long term program of work.

Key Responsibilities:
1. Major Incident Coordination
* Lead the response to P1/high severity incidents.
* Bring together cross functional technical teams to diagnose and resolve issues.
* Ensure the incident is worked on 24/7 until resolved, if required.
2. Communication & Stakeholder Management
* Send comms (text and email) to all the stakeholders within 15mins - 20mins.
* Provide timely updates to leadership, business owners, and customers.
* Run war rooms/bridge calls.
* Document timeline, progress, risks, and expected resolution times.
3. Root Cause & Post Incident Activities
* Ensure incident reports (RCA/PIR) are created.
* Facilitate deep dive reviews to identify root cause and preventive actions.
* Track follow up actions with respective teams.
4. Process Governance
* Maintain and improve the Major Incident Management (MIM) process.
* Work closely with Problem, Change, and Service Desk teams.
* Monitor SLAs and KPIs (MTTR, number of P1s, etc.).
5. Prevention & Continual Improvements
* Drive initiatives to reduce repeat incidents.
* Analyze incident trends to improve service reliability.
Change Analyst:
* Review of all changes on a daily basis, ensuring high quality and completeness of changes by coordinating with the requestor and technical SMEs.
* Assist Change manager during CAB meetings.

Key Skills & Experience:
* Have worked as Major Incident manager for atleast 6-10 years.
* Knowledge of other ITIL processes like Change management, Problem management etc
* Flexible to perform change manager/analyst role incase of no Major Incidents during the shift.
* Typing speed of atleast 45 WPM
* Good in process documentation
* Good understanding of IT infrastructure and Applications
* Excellent communication skills (Written and verbal)
* Ability to work under pressure in a highly demanding environment.
* Expertise in ServiceNow and MIM workbench

This is an excellent opportunity on a great project of work, If you are looking for your next exciting opportunity, apply now for your CV to reach me directly, we will respond as soon as possible.

LA International is an award-winning partner of choice for many of the world's most influential companies and government organisations. Holding Enhanced Government Security Accreditation, we are recognised as the European market leader in the delivery of Security Cleared talent to organisations that demand the very highest levels of security, compliance and assurance.

A multiple award-winning organisation, having secured the prestigious Queens Award for Enterprise: International Trade over consecutive years. We are committed to fostering an inclusive, equitable and accessible workplace where everyone feels valued and supported. We welcome applications from all individuals, regardless of background or identity, and we encourage candidates who may not meet every listed requirement to still apply. If you require any adjustments or support during the recruitment process, please let us know and we will work with you to ensure a fair and accessible experience.

Please Note: If a high volume of applications is received, only candidates shortlisted will be contacted.