- Facilitate incident management processes to ensure timely resolution of customer IT issues.
- Develop and document incident processes and protocols.
- Utilize the 8D methodology to investigate and resolve incidents, producing regular incident summary reports.
- Ensure availability of services and underlying infrastructure in alignment with business needs and contractual obligations.
- Develop a knowledge base for internal and external support teams to increase the First Time Fix (FTF) rate of customer issues.
- Implement process improvements based on lessons learned from incident management.
- Proficiency in Service Now, particularly in Problem, Change, Major Incident, and Reporting modules.
- Strong problem-solving, analytical, and time-management skills.
- Ability to work collaboratively in a team environment and demonstrate leadership qualities.
- Quickly understand customer issues from a business impact perspective and provide sensible suggestions.
- Assess situations, make appropriate interventions, and manage resolution activities while communicating effectively with technical and non-technical stakeholders.
- Manage major incidents effectively, setting stakeholder expectations and acting as a point of contact for business areas.
- Manage and report on core ITSM processes such as Incident, Problem, Change, and Service Level Management.
- Act as a Subject Matter Expert (SME) in incident management processes, reporting on performance, and providing recommendations for service improvement.
- Support process improvements and knowledge base enhancements.
- Contribute to the objectives of the wider Service Management and Operations team.
- ITIL Foundation Certification.
- Experience in ITSM and ServiceNow.
- Knowledge or experience in the automobile industry would be beneficial.
- Note: Only shortlisted candidates will be contacted for further steps in the selection process.
Incident Manager - Crewe, United Kingdom - SmartChoice International Limited
Description
Role: Incident Management/Service Management
Location: Crewe, UK
Role Overview:
The Incident Management Service role is pivotal in ensuring timely resolution of customer IT issues within agreed Service Level Agreement (SLA) targets. The incumbent will play a critical role in incident escalation, communication, and coordination with internal and external stakeholders. This position requires expertise in Incident Management processes, strong leadership skills, and a proactive approach to problem-solving.
Technical Skills:
Non-Technical Skills:
Desirable (Good to Have):
About SmartChoice International:
Smartchoice International is your premier staffing agency committed to assembling the ideal team for your business while seamlessly connecting top-tier talent with exceptional opportunities. Boasting over two decades of profound experience in the staffing domain, we have established an eminent reputation as the go-to agency for enterprises in pursuit of unparalleled service.
At Smartchoice International, we recognize that each company's staffing requisites are unique. With this in mind, we are driven to offer tailored solutions precisely aligned with your distinct demands. Our operational prowess encompasses adaptability, flexibility, and efficiency, empowering us to maintain absolute control throughout the process - streamlining everything from interview preparation to comprehensive post-hire support.
https://www.smartchoice-
How to Apply:
Please submit your resume and a brief cover letter detailing your relevant experience to .