Offered Salary 1000
Experience 3 Years
Qualifications degree / masters
Colt Data Centre Services (DCS) offers flexible and affordable colocation and IT infrastructure solutions. Our connectivity and colocation solutions allow our customers freedom to plan effectively for the growth of their business, knowing that their data centre strategy is future-proof.
The mission for the Major Incident Manager (MIM) is to ensure consistent lifecycle management of all major incidents (P1-P2) to restore normal service as quickly as possible, minimise the impact to business and customer services and ensure fast communications reach business & customer stakeholders. The incidents in scope for the role are: M&E Infrastructure, IT systems, Physical and Cyber Security, Health & Safety.
He/She will own the incident management process and be responsible to respond to all requests that relate to it including documentation, training, auditing, quality and efficiency, KPI monitoring, improvements, tools testing.
Ensure all Major Incidents are managed according to the defined process and aligned to customers contracts and expectations.
Create detailed and/or high level, commercially sensitive, internal/external reports and communications, within OLA/SLA and in English, to a high standard.
Identify & analyse event and incident related metrics to support risk management strategy & decisions, OLA/SLA compliance and resourcing decisions.
Instigate process and tool improvement initiatives.
You will be part a Global Service Operations team, which is a centralised function providing the governance of ITIL based processes (Event, Incident and Change) to the rest of the business.
You will report into the Head of Service Ops and work closely with both the Incident Management Team and the Change Management Team.
THE SKILLS / EXPERTISE YOU BRING
Ownership – driving & embedding Incident Management process ensuring compliance. Owning incidents resolution across DCS estate – to maximise uptime and availability of services. Drive closure of actions and task associated to incident management and closure.
Strong management – Managing and controlling P1 incidents bridge of engineering experts to drive through entire lifecycle to resolution
Service improvement – Identifying and implementing (IM) service improvements & training requirements
Prioritisation and Compliance – Meeting OLA/SLA compliance regarding incident prioritising & updating
Incident metrics -Analysing and sharing Incident metrics with business and stakeholders to drive focus, identify improvements and support risk management
Support – Problem Management through clean handover of major and repeat incident. Ensuring continued future business by identifying & implementing improved ways of working
Effective Relationships – Build effective relationship and collaboration with own and other teams
What we offer:
Colt DCS is a growing business that is investing in its people. Our people are defined by their ability to make things happen and deliver on their promises. We offer skill development, learning pathways and accreditation to help our people perform at their best, regardless of role and location.
In addition to offering competitive salaries and incentive plans, a range of benefits and local rewards packages are offered to staff. Colt DCS recognises the importance of a work life balance.
Some benefit examples are:
Pension and insurance options
Access to a virtual business school for on-going learning
Discounts with local hospitality and retail providers
Flexible working and relaxed dress code
Two days annually to spend on volunteering opportunities
Who we are
Colt DCS has a vision to ‘’to be the most customer centric data centre provider’’. We have over 20 years’ experience in designing, building and operating energy-efficient, reliable data centres – hosting significant financial, media, corporate and cloud wholesale providers across the world.
We operate 29 state-of-the-art data centres across Europe and Asia Pacific, offering 24/7 security and local language support. We are connected to a further 530+ third party data centres across our network and are able to offer private links into the major public cloud providers.
Privately owned, Colt DCS is one of the most financially sound companies in its industry and able to provide the best customer experience at a competitive price.
For more information, please visit www.colt.net
We strongly encourage candidates of all different backgrounds and identities to apply. We are committed to making Colt an inclusive and supportive workplace