1 day old

Major Incident Manager

National Grid
Northborough, MA
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Description: Description About the Position:
The Major Incident Manager acts as the Information Services (IS) Senior Leader who is assigned to various shifts and/or on call in order to facilitate a 24 hour, 7 days a week service. The US Team currently provides in seat coverage from 7am to 6pm, Monday through Friday, and on-call coverage during off hours.The UK MIM Team operates 24/7/365 and engages US on-call at their discretion. The MIM has authority to direct suppliers and IS staff as required. This role covers services delivered to around 30,000 end users across National Grid and its strategic partners. It includes responsibility for critical services supporting National Grid’s core mission: public safety and critical business activities . Assignments and hours of co verage may change from 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 (Priority 1 and Priority 2 incidents). Lead the IS response to support any non-IS major incident that may affect National Grid and its customers. Ex: Storm events and major Business Continuity invocations, etc. Act with delegated authority of the IS Senior Leadership team in matters occurring outside of normal office hours. Maintain relationships at operational and executive level with all IS suppliers to National Grid. Ensure primary focus is given to the safety implications of IS incidents and that appropriate priority is assigned according to safety risk. Act as the primary contact and authorized IS decision maker around invocation of IT Service Continuity arrangements where required. Ensure that security implications of any incident, or decision taken within incident management are properly considered and aligned with the Security Operations Center. Provide 24x7 leadership support for all National Grid IS and partner staff when required. Advising and directing where appropriate through delegated authority from the Senior Leadership Team. Ensure that appropriate resource is available to respond to incidents affecting IS services. Decide when to utilize delegated authority and when to invoke escalation to IS Senior Leadership.
Qualifications Knowledge & Experience Required:

Bachelor’s Degree or equivalent experience 5+ years of experience managing incident response in a mission critical environment utilizing multiple third party suppliers and ideally from an environment with a high degree of political and public visibility. Proven ability to communicate effectively with both IS technical staff (in technical language) and with business customers (non-technical language) Fluent writing and communication skills in English. Demonstrated ability to appropriately utilize delegated authority to influence and direct in a matrix environment. Analytical ability to identify underlying issues from numerous sources. ITIL Foundations Certification

This position is one of National Grid’s career path roles which provide for promotional opportunities within and across salary bands as you develop and evolve in the position by gaining experience, expertise and acquiring and applying technical skills.

National Grid is an equal opportunity employer that values a broad diversity of talent, knowledge, experience and expertise. We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to be an affirmative action employer, committed to providing equal opportunity to employees and applicants for employment without regard to race, color, religion, creed, national origin, ancestry, alienage or citizenship status, gender, sexual orientation, gender identity or expression, age, physical and mental disability, marital status, veteran status, predisposing genetic characteristics, or any other factor protected from discrimination under municipal, state, or federal law. We encourage all interested, 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, 8:19:23 AM Unposting Date : Ongoing


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Major Incident Manager

National Grid
Northborough, MA

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Major Incident Manager

National Grid
Northborough, MA

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