Team Leader (Senior SME for the Major Incident Management)

Job description

Position Description:

CGI is looking for a Team Leader (Senior SME for the Major Incident Management) to join the team.

Your future duties and responsibilities:

The purpose of the role is to ensure the execution of the Major Incident strategy, process, and operational delivery to an ITIL standard, ensuring a professional Incident Management capability. The MIM lead will work as part of a team able to manage multiple processes and identify areas of improvements to ensure the MIM capability remains professional and efficient.
The MIM lead will report into the Head of Incident and Problem Management. This role is a critical leadership role which is key to the ongoing stability and reliability of our IT operations.

Required qualifications to be successful in this role:

• Leading a team and acting as the Senior SME for the Major Incident Management function.
• Driving the simplification and standardisation of processes & procedures.
• Governing the distribution Incident communications across the IT estate.
• Providing strong leadership and direction in promoting best practices across the organisation.
• Driving a continual service improvement mentality across Operation with a focus on improving the Incident management processes.
• Partnering with key stakeholders such as Infrastructure and Business engagement managers to ensure services remain stable and best in class.
• Overseeing the entire incident management process to ensure timely resolution and minimal disruption to services.
• Coordinating with technical teams to diagnose and resolve issues, managing communication with stakeholders and affected parties.
• Ensuring compliance with incident managements procedures and Service Level Agreements (SLAs), identifying, and addressing root causes of recurrent incidents.
• Conducting post incident reviews to identify opportunities for improvement, providing regular updates to management on incident trends and performance metrics and implementing measures to prevent future incidents.
• Lead incident response teams, developing and refining incident management policies and procedures and providing guidance to less experience colleagues.

Skills:

·  Project Management

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.