Major Incident Manager

Full Time
Northborough, MA
Areas of Interest: Incident Response
report a problem

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 coverage 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.
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, 6:19:23 AM 
Unposting Date:Ongoing


Share this job:

National Grid

National Grid is one of the world's largest utilities, focused on delivering energy safely, efficiently, reliably and responsibly.

National Grid (LSE: NG.; NYSE:NGG) is an international electricity and gas company and one of the largest investor-owned energy companies in the world. We play a vital role in delivering gas and electricity to many millions of people across Great Britain and northeastern US in an efficient, reliable and safe manner. We are committed to safeguarding our global environment for future generations and providing all our customers with the highest standards of service through investment in our networks and through our talented, diverse workforce.

National Grid owns the high-voltage electricity transmission network in England and Wales and operates the system across Great Britain. It also owns and operates the high pressure gas transmission system in Britain and its distribution business delivers gas to 11 million homes and businesses. In the US, National Grid distributes electricity to nearly five million customers in Massachusetts, New Hampshire, New York and Rhode Island. Owning 4,160 megawatts of electricity generation, it is the largest power producer in New York State supplying power to over one million customers on Long Island. It is also the largest distributor of natural gas in the northeastern US, delivering gas to 3.4 million customers in New York, Massachusetts, New Hampshire and Rhode Island.

National Grid also has a number of related businesses such as LNG importation and storage, land remediation and metering.

Electricity and gas utility company specializing in the transmission and distribution of energy.
Visit National Grid's Social Media pages:
Company Industry: Utilities
Company Type: Public Company
Company Size: 10,001+