Do you have previous IT service background along with experience/exposure of dealing with Major Incidents?  
 

The major incident team is an integral part of the Technology Service Operations support team based in Asda House. It is built up of 11 colleagues supporting multiple Asda systems and the main purpose of the role is to manage Major Incidents to restore service as quickly as possible.

Reporting directly to the Major Incident Manager, you will be responsible for coordinating the technical resolution of incidents by engaging and communicating with relevant key stakeholders.

As a Major Incident Coordinator, you will act as a catalyst to accelerate an incident response striving to reduce the duration and severity of business impact. As a member of our pro-active, pragmatic, and energetic team, you are in the unique position to interact with people and teams globally, across all levels of Asda, and influence decisions that have a direct impact on operational stability.

This is a shift based role that covers:
Monday to Friday: Shifts to cover 07:00/15:30, 09:30/18:00, 12:00/20:00
Saturday & Sunday: Shifts to cover 08:00/16:00 and 12:00/20:00

We are looking for a colleague to work 1 in 3 weekends (taking 2 days off during the week). All shifts are agreed in advance and are documented on a 12-month rota.

 Your Role

As a Major Incident Co-ordinator, your role will involve analysis and prioritisation of Technology Major Incidents, co-ordination, communication, and resolution of critically impacting incidents within SLA, leading Focus groups & War rooms with the presence of senior stakeholders, liaising with Service Desk, Problem Management and Service Management in line with the ITIL framework and managing and updating incidents and Major Incidents within ServiceNow. You will also be required to update documentation and share knowledge within the team and produce reporting in a non-technical language

About You

• Ability to follow a clearly defined process under pressure
• Passionate about mitigating and minimising the impact for the customer
• Solid communication skills both verbal and written
• Able to multi-task and prioritise workload against tight deadlines
• Previous experience or exposure in dealing with Major Incidents is highly desirable
• ITIL qualification would be welcomed but not essential

If flexible working is important to you, then look no further! At Asda, we are proud of our culture and our commitment to flexible working. This role is based at Asda House, Leeds with the opportunity to work from home 2-3 days per week

You will also get an excellent benefits package including;-

• Discretionary company bonus
• Company pension up to 7% matched
• 10% colleague discount, free parking and many additional rewards.

We want all colleagues to be able to bring their best and true selves to work, every day. Simply put, we want our colleagues to be Proud to be Asda and proud to be themselves.

If you have any further questions regarding this vacancy please contact grace.moorhouse@asda.co.uk