Senior Technical Specialist

Job Title: Senior Technical Specialist
Duration: 3 months with possibility for extension
Location: Coventry
Office requirement: Initially 2-3 days onsite in a week, after that flexible for once per week onsite.

Description:
Key Responsibilities:

• Provide end-to-end Major Incident Management for the client Group, taking ownership of incidents with significant customer, business or regulatory impact.
• Lead and coordinate Major Incident bridges, ensuring timely engagement of support teams and driving focused service restoration.
• Act as the central point of coordination for business and senior stakeholder communications during major incidents.
• Ensure Major Incidents are managed in accordance with agreed processes, governance and tooling.
• Support the wider Incident Management practice to promote consistent process adoption and best practice.
• Lead or facilitate post-incident reviews and ensure effective handover into Problem Management, including capture of actions and learning.
• Accurately manage Major Incident records, timelines and reporting within ServiceNow.
• Provide 24x7 out-of-hours Major Incident cover on a rota basis.
• Additional detailed performance objectives will be set by your manager.

Specific Skills:

• Proven experience performing the Major Incident Manager role within a complex, regulated or enterprise environment.
• Strong leadership and coordination skills, with the ability to take control of high-pressure incident situations.
• Excellent verbal and written communication skills, including experience briefing senior stakeholders and business leaders.
• Sound understanding of Incident, Major Incident and Problem Management processes and best practice.
• Ability to analyse complex technical and operational situations quickly and drive effective decision-making.
• Confidence working across multiple technical and business teams to achieve service restoration outcomes.
• Strong organisational skills, with attention to detail in incident records, timelines and follow-up actions.
• Experience using ServiceNow (or equivalent ITSM tooling) to manage and report on major incidents.
• Flexibility to participate in an on-call rota and respond effectively outside normal business hours.

Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.