Major Incident Manager

Collinson Group is a global leader in driving loyalty and engagement for many of the world’s largest companies, predominantly through the provision of travel related benefits within a market leading digital travel ecosystem. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering products and services across four core capabilities: Loyalty, Lifestyle Benefits and Insurance. The group provides unrivalled insight and expertise around affluent consumers and frequent travellers, creating and delivering products and services now accessible to over 400m end consumers. We have more than 25 years’ experience, with 28 global locations, servicing over 800 clients in 170 countries, employing 1,800 people. We have been bringing innovation to the market since inception – from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences. Key clients include: Visa, Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC. Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work. Never short of ambition, the success of our business is delivered through the diverse and talented team of over 1,800 colleagues globally. Purpose of the job Support the Collinson 24/7 Service Desk, focusing more specifically on the management of Major Incidents, being part of a shift rota. The expectation is that this role will perform service desk activities when not involved in Major Incidents. Providing SME support and ownership of incidents end to end, this role will be responsible for the management and provision of command and control throughout, ensuring that our customers are back in business as swiftly as possible whilst maintaining a high level of customer satisfaction. Issue both verbal and written communication periodically throughout the lifecycle of an incident, keeping customers informed and comfortable in the knowledge that there is focus on service restoration. Strive to achieve service restoration as quickly as possible through short term workaround or immediate longer-term fixes. Key Responsibilities Process management ➢ End to end management of incidents and major incidents within a diverse environment and be part of the 24*7 service desk shift pattern.➢ Provide verbal and written communications within an agreed SLA and in line with qualitative policy.➢ Effectively manage and escalate ad hoc issues that arise during the lifecycle of the incidents. Engagement ➢ Proactively engage with customers and technical resource through hosting technical and/or management bridges to assist with incident and major incident investigation and resolution.➢ Keep the customer at the heart of everything you do even when faced with uncertainty and pressure.➢ Attending the CABs where applicable. Continuous improvement and Continuity ➢ Set up post incident reviews, provide input and ensure that documentation is completed (initial and final Post Incident Reports) and ready for review at the Major Incident Review Board.➢ Complete comprehensive handovers upon incident resolution, liaising with Problem and Change management to strive for continual service improvement.➢ Support the problem management function by owning outputs in the process.➢ Support various service improvement initiatives within the service desk. Major Incident Advocacy ➢ Champion Major Incident Management process within the team ensuring that colleagues are equipped to manage high impacting incidents. General Service Desk Duties ➢ Contribute to the success of the service desk by interfacing with BAU processes and service desk outputs. Knowledge, skills, experience and desired attributes ➢ 2+ years’ experience in major incident management setting.➢ Great verbal and written communication skills to converse with stakeholders at all levels, fluent in written and spoken English.➢ Demonstrate a high level of command and control during conference calls with both internally and customer facing teams.➢ Ability to cope under pressure.➢ Advantageous to hold ITIL Foundation v3 or v4, or experience of working in an ITIL structured environment.➢ Experience of working in an ITSM system such as Fresh Service, Service Now etc.➢ Flexible approach to demands of the service desk, with a keen eye for detail.➢ Likes working in a team environment.➢ Adaptable and able to work well under pressure. Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our ongoing success. We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Act smarter, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients. In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc). We also have our very own Beacons (Domestic Abuse Advisors) supporting within each of our global offices. Our Beacons will be your point of contact if you or someone you know needs support. #J-18808-Ljbffr