MAJOR INCIDENT MANAGER

This position is open in Malaga and Madrid; you should be based in one of these cities or willing to relocate and work in a Hybrid model (3 days at home and 2 in the office).The Major Incident & Problem Manager will play a pivotal role in coordinating response to Major Incidents, and managing the lifecycle of Problems from initiation through to restoration. You’ll be responsible for managing the Major Incident and Problem Management processes, including related reporting, governance, training, and continual improvement. You’ll build relationships and work with a number of colleagues to ensure collaborative efforts to service restoration and root cause analysis, thus reducing the impact of Incidents and the risk of recurrence, enhancing stability of our systems and environments.You’ll be joining a growing Corporate IT department at an exciting time. If you are detail-oriented, and have a passion for excellent service delivery, we encourage you to apply for this opportunity.ResponsibilitiesMajor Incident Management:Manage Major Incidents from identification to service restorationCollaborate with a variety of teams and third parties to ensure service is restored at the earliest opportunity and within SLAComplete post-Major Incident activities, including production of a Post Major Incident Report and identification of lessons learntMaintain an accurate record of system availability, linked to outages or degradation to service identified as Major IncidentsProblem Management:Raise reactive Problems following all Major Incidents in a timely manner post-Major Incident resolutionProactively identify potential Problems through trend analysis and monitoring system performanceCoordinate root cause analysis for all Problems, collaborating with a variety of teams and third parties to get to root cause within defined SLAsComplete post-Problem resolution activities, including production of a Problem Closure Report and identification of lessons learntMaintain the Known Error databaseProcess Design:Establish, document, and communicate the Major Incident, and Problem Management, processes and strategy across the organisationConduct yearly process reviews, obtain feedback from others on how the processes work, and implement improvements when requiredProvide guidance, training, and mentorship to colleagues involved in Major Incident and Problem Management activitiesUse existing toolsets to implement processes where possibleIntegration:Work with the Change Management function to enable appropriate discussions on Changes that are the cause of, or may prevent, Major Incidents and ProblemsWork with the Service Transition function to document any Incident needs, or Known Errors, in advance of go-live of a new systemWork with the Asset Management function to determine any dependencies that could contribute to, of be affected by, a Major Incident or ProblemWork with the Desktop Support Team to gather any trends in user behavior, or other items that may have been highlighted during Major Incident or Problem Management activitiesWork with the Security Team to assist with the response to Security-related Major Incidents or Problem investigationsAdhere to other Service Management policies and processes relevant to the roleCommunication:Maintain timely communications regarding the status of all Major Incidents and Problem investigations to IT and Business stakeholders as requiredCommunicate any changes to the Major Incident or Problem Management processes in advance of go-live, obtain buy-in and approval from IT and Business stakeholders as neededCommunicate any resourcing needs, to complete related activities, with the relevant Team ManagersDocumentation:Create a central repository for recording all documents, stakeholder decisions, meeting minutes, and the progress of all Major Incident and Problem Management activitiesOversee the creation, and reviews, of documentation relating to Major Incident and Problem Management, including standard operating procedures relating to workarounds and guidance for end users as a means of self-helpRisk Management:Identify and document operational risks that are apparent during Major Incident response or Problem investigationsContribute to effective risk management strategies and conversations to minimise the risk of disruption and ensure service continuityRequirementsMinimum 3 years’ experience in a Major Incident or Problem Manager role, preferably in a large, multi-client organisationProven track record of managing Major Incidents and Problem investigations while delivering excellent customer experienceIn-depth understanding of ITIL Service Management processes and best practices, preferably certified in ITIL FoundationExcellent communication (written and verbal) and interpersonal skills, and ability to collaborate effectively across different regions and culturesAbility to work well under pressureAbility to think logically, analyse situations and problem solveAbility to effectively challenge when appropriateAbility to champion best practice and influence othersJIRA experience is desirable, but not essentialLunik employees enjoy:Hybrid working (3 days at home and 2 in the office)Corporate pension planFree health insurance for the whole familyFree English and Spanish language classesFree psychotherapy sessionsGym membership subsidyAnnual salary reviewsLife insuranceFun socials – from weekly happy hour drinks to big seasonal events