MAJOR INCIDENT
MANAGER

The Vision

Maersk is changing. Our future focus is to become the global integrator of container logistics connecting and simplifying our customers supply chain.

As a part of this reinvention we will be investing to expand our 24/7 IT Command and Control capability. This new capability will help Maersk support both its strategic and digital vision and ensure the integrity and overall resilience of the technology organisation.

We're targeting thinkers and the brightest minds who want to be part of a true industry transformation. We're looking for those of you who are inherently driven by technology and want to be involved in supporting a diverse and very large-scale global IT and digital estate.

Role Purpose

  • Play a key role within the new 24/7 Operations Command and Control Centre based in Maidenhead.
  • Oversee and drive the diagnosis, root cause, and fix of infrastructure incidents.
  • Manage, maintain, support, and improve the Maersk IT Support, Operations, and Engineering department’s ability to respond to incidents across the entirety of the IT Infrastructure estate.
  • Lead, coordinate, and facilitate high-priority incident resolution.
  • Responsible for restoring normal service operation as quickly as possible.
  • Minimise adverse impact on business operations following an incident.

Main Duties and Responsibilities

  • Own and manage entire Major Incident process.
  • Coordination and facilitation of high-priority incident resolution.
  • Management of P1/P2 incidents through established channels.
  • Drive Service Management best-practice and ITIL process compliance across the business.
  • Work with vendors and subject matter expert colleagues to identify appropriate paths to resolve the issue and stop the ongoing business impact.
  • Document, communicate, and log follow up actions for later triage, prioritisation, and action to avoid recurrences.

Experience Required

  • Demonstrable experience in a fast-paced operations environment.
  • Proven experience gained in a similar role, within a large global/enterprise organisation.
  • Proven abilities to communicate with key stakeholders across the business and IT.
  • Track record of managing applications effectively.
  • Broad knowledge of enterprise application infrastructure estates.
  • Proven Service Management background, based on ITIL principles and practices.

Candidate Competencies / Essential Characteristics

  • Strong communication and collaboration skills to articulate and rationalise situations during incidents.
  • Ability to work as part of a 24/7 shift rota to include on/off weekends and nights.
  • Ability to translate between technical language and business language.
  • Diplomatic and robust with the ability to act in a complex business environment.
  • Be enthusiastic and passionate about providing ‘best in class’ service.

Watch the Maersk vlog about this role