Incident Manager

  • Job Reference: 123168307-2
  • Date Posted: 2 December 2019
  • Recruiter: WHD Consulting Ltd
  • Location: Southampton, Hampshire
  • Salary: £45,000
  • Sector: I.T. & Communicatioms
  • Job Type: Permanent

Job Description

I am looking for a Service Assurance Incident Manager for a client of ours located near Southampton.

As a Service Assurance Incident Manager you will:

  • Facilitate a timely resolution to Incidents, increase customer satisfaction and improve the customer's overall experience.
  • Take a lead role in Incident Management, Problem Management and Change Management for your customers. This will include ensuring that the companies processes are well integrated with customer processes.
  • Assist SA Manager to provide
  • Regular feedback on Service Assurance performance,
  • RCAs for critical incidents
  • Follow up on customer Problems/Defects
  • Provide escalation support and ownership for high priority Incidents which will include on call work.
  • Represent the Customer within the company, working with internal teams including Delivery Managers, Engineering and Deployment to facilitate service restoration and delivery of final fixes.
  • Collaborate with other Service Assurance staff to identify common problems, highlight where they occur and ensure proactive fixes are deployed.
  • Take part to a 24/7 Rota. Shift work may be required.

Minimum Requirements

  • Demonstrable ability to understand and explain the high level technical interactions within complex solutions.
  • University Degree or Information Technology Diploma (preferred) or equivalent experience
  • Demonstrated leadership ability/managerial experience
  • Experience and ability to work with global teams
  • Excellent verbal and written communication skills
  • Keen and able to work within a 7/24 globally supported environment

Desired Skills and/or Skills You Will Acquire

  • Ability to manage and prioritize multiple high priority incidents
  • Previous hands-on role in IT Service Management Operations
  • Comprehensive understanding of ITIL or other Incident/Problem/Change Management Processes
  • Ability to produce clear, informative, business focused reporting against specific metrics and KPI's
  • Ability to converse with Senior Management effectively & translate technical terms into Business Impact