Major Incident Manager

10/17/17
National Grid (https:\\careers.nationalgridus.com)
Other

/yr

  Full Time   Employee


Northborough
Massachusetts
United States

Description
About the Position:


The Major Incident Manager acts as theInformation Services (IS) Senior Leader who is assigned to various shifts and/oron call in order to facilitate a 24 hour, 7 days a week service. The US Team currently provides in seatcoverage from 7am to 6pm, Monday through Friday, and on-call coverage during offhours.The UK MIM Team operates 24/7/365and engages US on-call at their discretion.

The MIM has authorityto direct suppliers and IS staff as required. This role covers servicesdelivered to around 30,000 end users across National Grid and its strategicpartners. It includes responsibility for critical services supportingNational Grid?s core mission: public safety and critical business activities. Assignments and hours of coverage may changefrom time to time depending on business demand.
Position Responsibilities (including but not limited to):
Ensure the effective and timely resolution of major impacts to IS services (Priority1 and Priority 2 incidents).
Lead the IS response to support any non-IS major incident that may affect NationalGrid and its customers. Ex: Stormevents and major Business Continuity invocations, etc.
Act with delegated authority of the IS Senior Leadership team in mattersoccurring outside of normal office hours.
Maintain relationships at operational and executive level with all IS suppliers toNational Grid.
Ensureprimary focus is given to the safety implications of IS incidents and thatappropriate priority is assigned according to safety risk.
Actas the primary contact and authorized IS decision maker around invocation of ITService Continuity arrangements where required.
Ensure that security implications of any incident, or decision taken withinincident management are properly considered and aligned with the SecurityOperations Center.
Provide24x7 leadership support for all National Grid IS and partner staff whenrequired. Advising and directing where appropriate through delegatedauthority from the Senior Leadership Team.
Ensurethat appropriate resource is available to respond to incidents affecting ISservices.
Decide when toutilize delegated authority and when to invoke escalation to IS SeniorLeadership.
Qualifications
Knowledge & Experience Required:

Bachelor?s Degree orequivalent experience
5+ years ofexperience managing incident response in a mission critical environmentutilizing multiple third party suppliers and ideally from an environment with ahigh degree of political and public visibility.
Proven ability tocommunicate effectively with both IS technical staff (in technical language)and with business customers (non-technical language)
Fluent writing and communication skillsin English.
Demonstrated abilityto appropriately utilize delegated authority to influence and direct in amatrix environment.
Analytical ability toidentify underlying issues from numerous sources.
ITIL FoundationsCertification

This position isone of National Grid?s career path roles which provide for promotionalopportunities within and across salary bands as you develop and evolve in theposition by gaining experience, expertise and acquiring and applying technicalskills.

National Grid is an equalopportunity employer that values a broad diversity of talent, knowledge,experience and expertise. We foster aculture of inclusion that drives employee engagement to deliver superiorperformance to the communities we serve. National Grid is proud to be an affirmative action employer, committedto providing equal opportunity to employees and applicants for employmentwithout regard to race, color, religion, creed, national origin, ancestry,alienage or citizenship status, gender, sexual orientation, gender identity orexpression, age, physical and mental disability, marital status, veteranstatus, predisposing genetic characteristics, or any other factor protectedfrom discrimination under municipal, state, or federal law. We encourage allinterested, qualified persons to join the National Grid team.
Job
:Information Services
Primary Location
:MA-Northborough
Organisation
:Information Services
Schedule
:Full-time
Job Posting
:Jun 14, 2017, 12:19:23 PM
Unposting Date
:Ongoing

 

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