You will be taken to Worldline’s own careers page to apply. Job ID 1374410957.
Job description
Magellan is an international Management and Technology Consulting Group. Our strength lies in our ability to combine business expertise and technological excellence to support companies and public organizations throughout their transformation journeys.
VISION IN ACTION
In an environment where change is accelerating, organizations must continuously reinvent their models to remain competitive. To address these challenges, we support our clients from strategy definition through operational implementation, combining business expertise, technological mastery, and execution capabilities.
Joining Magellan means becoming part of a community of 6,700 committed professionals united by a shared ambition: address our clients' challenges in all their complexity to build practical, actionable solutions that are closely aligned with real-world needs.
The Opportunity
At Magellan, Service management operation team is a first to engage team to resolve any Major Incidents for Magellan UK region. We are recently launched this service however looking forward to grow this team to various geography in future . The Major Incident Manager is responsible for engaging with MAGELLAN UK business managers community along with MAGELLAN UK suppliers to minimize the Impact of incident within agreed SLA .
Day-to-Day Responsibilities
Drive all major incidents - P1 and P2 tickets, run the bridge and facilitate quick resolution of MIs within the SLA.
SPOC (Single point of contact) for *all* Major Incidents during the shift.
Drive process adherence including timely initiation of bridge calls and meeting the communication SLA.
Communication to all levels of management (written and oral).
Participate and prepare incident review (MIR) documentation for presentation to the management and internal/external stakeholders.
Continuation of Business reporting and presenting (Metrics -Monthly Governance Reports, KPI reports, etc.)
Continual process improvement - optimize processes to evolving business requirements like the MIM process.
Work as / with Problem Management for RCA documentation of Proactive and Reactive PM.
Who Are We Looking For
We look for big thinkers. People who can drive positive change, step up and show what’s next – people with passion, can-do attitude and a hunger to learn and grow. In practice this means:
ITIL 4 Foundation certification is a must & Knowledge of the ServiceNow tool and overall ITSM processes.
Exp: Minimum 4-5 years in MIM handling P1 and P2 (High Sev incidents).
Working in rotational shifts: 24*7 from Base office location only.
This role requires behavioural skills like clear communication, Active listening, flexibility, adaptability for continual improvement and empathetic team bonding .
Ability to communicate confidently and effectively at all levels of stakeholders - verbally and in writing, with clients/vendors and within the Org.
Have a Problem-solving and Critical Thinking , Attention to Details and Time Management Mindset as basic skills for managing end to end Major Incident and extended Problem management Lifecycle
Change Management Knowledge will be advantage to this multiskilled opportunity
Candidate has to get cross trained and work across all Processes of ITIL - primarily IM,PM, CM .
The candidate has to be proficient in working with Office 365 Suit, Professional etiquette for corporate email communication and AI tools like CO-pilot ETC.
Working experience with virtual meeting platforms (Zoom, Teams) for MI Bridge coordination.
ITIL v4 Incident Managers focus on rapid service restoration and minimizing business impact through incident logging, prioritization, and major incident coordination. Conversely, Problem Managers focus on identifying root causes, analyzing trends, and implementing permanent solutions to prevent recurring incidents. Both roles ensure ITIL compliance and service stability.
Common Overlap: Both roles require strong ITIL process knowledge, stakeholder management, and a focus on continuous improvement to enhance IT service quality.
The opportunity
Day-to-day responsibilities
Who are we looking for
Perks & Benefits
This role requires behavioural skills like clear communication, adaptability, and empathetic team bonding .
Candidate must reflect Active Listening , Flexibility, critical thinking, Problem solving , Attention to details and time management as basic skills for managing end to end Major Incident and extended Problem management Lifecycle .
The candidate has to be proficient in working with Office 365 Suit, Professional etiquette for corporate email communication.Working experience with virtual meeting platforms (Zoom, Teams) and messaging tools (Slack) for MI Bridge coordination.
basic proficiency as process manager : Basic soft skill proficiency for a process manager centers on clear communication, adaptability, and empathetic leadership to optimize workflows and guide teams. Key competencies include active listening, conflict resolution, structured time management, and the ability to explain complex processes simply. These skills foster team collaboration, efficiency, and continuous improvement.
