Job Description

Company Description

Come join us and make a difference in the world!

We\'re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.

Working with us, you\'ll be helping our 3,000+ employees push the boundaries of what\'s possible and support amazing public services.

We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.

We\'d love your help. And we\'ll support you all the way.

Discover more at



Please note this role follows a Hybrid working model - you will be required to be in the office 50% of your time on Tuesday, Wednesday, and Thursday.

The Major Incident Manager is responsible for managing the Major Incident Team and all Major Incident Management Processes for NECSWS.

Responsible for ensuring the team members are meeting and exceeding expectations regarding performance, defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service.

The successful candidate will be an inspirational leader to those within the team whilst working cooperatively with internal stakeholders to ensure that the Major Incident functions are delivered to SLA and continuously improved.

The role requires 37.5 hours per week, with the requirement to join an on-call rota to cover Major Incidents outside of normal business hours (at present 1 week in 6 rotations).

Key Responsibilities

• Acting as an escalation point for the Major Incident Management Team, reporting to the Service Delivery Manager.
• Develop and Manage an ITIL 4 compliant service that adheres to the ITIL Incident Management Practice ensuring that the processes are efficient and easily repeatable.
• Collaborate seamlessly with the off-shore Major Incident Team, achieving process standardisation across geographical areas.
• Maintaining an escalation process to ensure free-flowing information, informing key stakeholders of business impacting issues in and out of BAU hours.
• Promote innovation and collaboration across NECSWS by performing Continuous Improvement.
• Maintain and peer review the Incident and Major Incident process documentation ensuring ISO20000 compliance is met.
• Monitor and measure team performance establishing and maintaining an excellent level of service quality.
• Provide data and reporting of KPIs and trends to stakeholders as required.
• Oversee the Major Incident knowledge repository.
• Identify Major Incident training gaps to coordinate and complete training sessions for NECSWS teams where required.
• Managing the Major Incident Team rota to ensure that there is coverage 24x7x365.
• Complete on-call Major Incident activities as part of the on-call Major Incident team.
• Required obtain MODSC/NPPV Security clearance (application supported by NEC, the applicant must have lived in the UK for 5 years before application).
• Excellent spelling and grammatical skills.
• Ability to make decisions and take ownership under pressure.
• Knowledge of ITIL 4 functions / previous working experience in ITIL Service Management roles.

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Qualifications

Essential

• One Year + Experience working as a Senior or Manager within a Major Incident Team or equivalent
• Two Years\' experience working in a incident or major incident team environment
• Excellent interpersonal and communication skills including previous experience liaising with all levels of management
• Self-motivated
• Flexibility in approach
• Ability to work under pressure
• Excellent customer facing and influencing skills
• Ability to make decisions and take ownership
• ITIL Foundation Certification

Desirable

• ITIL intermediate Accreditation
• Knowledge / Experience using vFire

Additional Information

We are proud of the benefits we offer employees of NEC Software Solutions

• Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
• 25 days paid holiday with the option to buy/ sell
• 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
• A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
• A fantastic selection of flexible benefits to suit your individual needs
• We are an employer who cares, we have a invaluable employee assistance programme which can help in every area of your life
• All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.

OTHER INFORMATION

Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.

All offers are subject to satisfactory vetting and reference checks. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities.

NEC Software Solutions