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17 days ago
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Major Incident Manager


Virgin Media
Location: Reading
Job type: Permanent
Category: Management Jobs
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Job ID 00018606

About the role

Job Title: Major Incident Manager

Salary: Competitive + shift allowance, pension etc.

What is the job?

Incident Management plays a critical role within the Virgin Media Service Operations function supporting 15 Million homes, 3.1 million Mobile customers, and servicing 45 thousands businesses 24x7, 365 days of the year.

Virgin Media’s success is built on core strengths including time honoured company values, competitiveness within Broadband & Telco markets, but most of all its investments in its employees.

As part of its service Improvement plan the Service Operations Incident Management function after extensive review will be transforming from its current operating model into a more customer centric delivery model aligning itself to corporate IT strategy and ITIL methodologies. Virgin Media will invest in candidates that have attributes aligned with these core strengths.

To be part of this fantastic dynamic delivery team we are looking for high calibre individuals who can not only contribute to this transformation project but also deliver at an extremely high standard, the day to day Incident Management function with a high level of self-motivation.

The role is demanding and requires strong individuals with proven track record and experience in either a Telco and or and IT infrastructure environment.

What will you be doing?

The Major Incident Manager has end to end responsibility for the management, communication, escalation, investigation and resolution of all High Priority incidents, ensuring Business / Customer updates are timely and of sufficient quality.

You will lead and drive through to incident restoration / resolution having brought into the Technical bridges the right resources from either IT /Application services or just Network Infrastructure services.

As you will be responsible for any major incidents that occur, you will constantly be working with a large number of Key Stakeholders and Partners which range from internal customers, managed service providers through to VP level executives and external 3rd parties, so you must enjoy working with people across all levels.

Are you right for the role?

To be right for this role you will need to have experience in (or similar to) the following-

* You will be a self-motivated individual that is dedicated to delivering extremely high levels of customer service, be willing to contribute to team efforts, and must pose strong communication and interpersonal skills
* Proven experience working in a Global Operational environment
* ITIL Foundation certified, ideally to ITIL v3.0
* Good understanding of BMC fault management systems – Remedy
* Excellent problem solving and decision making skills
* Strong customer focus
* Ability to work effectively under pressure
* Good understanding of key business processes

What else is good to know?

We’ve recently launched our new Purpose & Values – something that really matters to us and will give you a real insight into how we embrace our values in all that we do

What to do now?

If this sounds like a great next step in your career then click to send through your profile.

Virgin Media is part of Liberty Global, the world’s biggest cable company. We are delivering the biggest investment in the UK’s digital infrastructure for over a decade. Through four multi-award-winning services - Virgin Fibre, Virgin TV, Virgin Mobile and Virgin Phone - we help people access technology to build connections that really matter.

We are dedicated to nurturing an engaged workforce that represents the diversity of our customers and communities. Read more here.

Our benefits are your reward for being brilliant. They’re pretty darn spectacular. Just like our people. We’ve put together a package to help you love what you do, at work and at play. You will get 25 days holiday and your birthday off each year, we provide a company funded Medical Plan as well as a Pension Plan where we will match every pound you put in, up to 10%. What's more you'll also benefit from discounts across Virgin Media products and Virgin brands and many other perks on top.
Job ID 00018606

About the role

Job Title: Major Incident Manager

Salary: Competitive + shift allowance, pension etc.

What is the job?

Incident Management plays a critical role within the Virgin Media Service Operations function supporting 15 Million homes, 3.1 million Mobile customers, and servicing 45 thousands businesses 24x7, 365 days of the year.

Virgin Media’s success is built on core strengths including time honoured company values, competitiveness within Broadband & Telco markets, but most of all its investments in its employees.

As part of its service Improvement plan the Service Operations Incident Management function after extensive review will be transforming from its current operating model into a more customer centric delivery model aligning itself to corporate IT strategy and ITIL methodologies. Virgin Media will invest in candidates that have attributes aligned with these core strengths.

To be part of this fantastic dynamic delivery team we are looking for high calibre individuals who can not only contribute to this transformation project but also deliver at an extremely high standard, the day to day Incident Management function with a high level of self-motivation.

The role is demanding and requires strong individuals with proven track record and experience in either a Telco and or and IT infrastructure environment.

What will you be doing?

The Major Incident Manager has end to end responsibility for the management, communication, escalation, investigation and resolution of all High Priority incidents, ensuring Business / Customer updates are timely and of sufficient quality.

You will lead and drive through to incident restoration / resolution having brought into the Technical bridges the right resources from either IT /Application services or just Network Infrastructure services.

As you will be responsible for any major incidents that occur, you will constantly be working with a large number of Key Stakeholders and Partners which range from internal customers, managed service providers through to VP level executives and external 3rd parties, so you must enjoy working with people across all levels.

Are you right for the role?

To be right for this role you will need to have experience in (or similar to) the following-

* You will be a self-motivated individual that is dedicated to delivering extremely high levels of customer service, be willing to contribute to team efforts, and must pose strong communication and interpersonal skills
* Proven experience working in a Global Operational environment
* ITIL Foundation certified, ideally to ITIL v3.0
* Good understanding of BMC fault management systems – Remedy
* Excellent problem solving and decision making skills
* Strong customer focus
* Ability to work effectively under pressure
* Good understanding of key business processes

What else is good to know?

We’ve recently launched our new Purpose & Values – something that really matters to us and will give you a real insight into how we embrace our values in all that we do

What to do now?

If this sounds like a great next step in your career then click to send through your profile.

Virgin Media is part of Liberty Global, the world’s biggest cable company. We are delivering the biggest investment in the UK’s digital infrastructure for over a decade. Through four multi-award-winning services - Virgin Fibre, Virgin TV, Virgin Mobile and Virgin Phone - we help people access technology to build connections that really matter.

We are dedicated to nurturing an engaged workforce that represents the diversity of our customers and communities. Read more here.

Our benefits are your reward for being brilliant. They’re pretty darn spectacular. Just like our people. We’ve put together a package to help you love what you do, at work and at play. You will get 25 days holiday and your birthday off each year, we provide a company funded Medical Plan as well as a Pension Plan where we will match every pound you put in, up to 10%. What's more you'll also benefit from discounts across Virgin Media products and Virgin brands and many other perks on top.
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