Incident Manager required by a leading provider of global IT solutions and managed services based in Slough. Highly competitive salary and benefits package offered.
Our Managed Service Operations Department deliver proactive management of a customer’s Networking, Computing and Cloud infrastructure. The teams monitor a customer’s environment using a portfolio of industry leading management tools.
We now have an exciting opportunity for an Incident Manager to manage, coordinate and drive resources in order to restore normal service operation for our customers as quickly as possible minimising the disruption to customers businesses during Major Incidents. It is a demanding but rewarding role as you will own and manage the reactive resolution of complex major incidents that may impact multiple geographies, processes and disciplines within multiple business areas through the co-ordination of resolver groups and suppliers.
You will act as an escalation point for incidents to ensure timely resolution of incidents within expectations and SLAs. Excellent customer service skills and the ability to proactively manage customer expectations are essential. You will be able to manage and resolve conflict, working effectively at all levels of our organisation
Qualifications / Skills / Experience
• ITIL Foundation v3 Certificate is a must.
• ITIL Lifecycle (Service Operation) and/or ITIL Capability (Operational Support & Analysis) would be ideal.
• Hands-on experience of at least one additional ITIL service processes e.g. problem management, knowledge management, Service Desk.
• Excellent working knowledge of key service management processes (i.e. incident, problem management etc.).
• Strong time management and efficiency skills, organised and delivery focused, good planning skills, and process driven.
• People orientated, with team lead qualities, experience of influencing and impacting leadership communities at varying levels. Personable, robust, self-starter, and enthusiastic.
• Previous experience with Major Incident Management.
• Experience working for a Managed Services organisation.
• Used to independent working and delivery in a high-pressure environment with multiple priorities.
• Excellent written and verbal communication skills for both internal stakeholders, customers, and third parties.
• IT Service experience with knowledge or understanding of IT platforms, operating systems, infrastructure and technology environments would be advantageous.
Apply Now with your CV and a Covering Note outlining what expertise you will bring to our company
