Digital Technical Recovery Manager
CurrentResponsible for the management, resolution and communication of all Major Incidents classified at Severity 1, 2, 3 and potential Major Incidents that impact, or have the potential to impact the business. Managing a UK based team on a 24/7/365 basis managing Major Incidents from a service, application and infrastructure perspective. Responsible for looking after the needs of key stakeholders through effective real-time live incident reporting, management of all communications and critical… Show more Responsible for the management, resolution and communication of all Major Incidents classified at Severity 1, 2, 3 and potential Major Incidents that impact, or have the potential to impact the business. Managing a UK based team on a 24/7/365 basis managing Major Incidents from a service, application and infrastructure perspective. Responsible for looking after the needs of key stakeholders through effective real-time live incident reporting, management of all communications and critical escalation processes. Reactive:• Taking control of Major Incidents throughout their life-cycle; ensuring that recovery efforts to restore service take place as quickly as possible.• Quickly absorbing and assimilating significant amounts of technical and business information to determine appropriate course of action, whilst managing large volumes of call participants.• Working effectively in extreme high-pressured situations where critical service availability is compromised and/or reputation is at stake.• Working using excellent oral and written communication skills with a professional, structured approach and attention to detail.• Overseeing any residual technical repair or business repair activities that take place after service restoration.Proactive:• Early intervention to prevent incidents occurring or escalating; mitigating the impact as they happen.• Preventing incidents from reoccurring by driving root cause analysis, service improvement, risk mitigation plans and implementing both remedial and preventative actions.• Continually reviewing and enhancing all operational processes, as well as being responsible for a multitude of project activities ensuring robust working strategies.• Supporting BCM activity and Disaster Recovery exercises verifying the effectiveness of said environments.• Defining strategies on how targets can be consistently exceeded including SLAs, OLAs, KPIs and MTTR (recovery times). Show less
