Incident Manager - Glasgow, United Kingdom - Steria Recruitment

Steria Recruitment

Verified Company

Glasgow, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Role Purpose:

The Major Incident Manager coordinates service restoration efforts and is accountable for all communications around a major outage, working to 15 minutes response times and 2- or 4-hour service restoration SLAs.

Typically, this involves chairing conferencecalls and using other modern communication tools to enable efficient information exchange.

Reporting to the Global Team Leader Major Incident & Problem Management, the role has direct client interaction and involves providing service for both local and global clients.

The team operates with a 1:4 rotation for out of hours cover 365 days per year.

Responsibilities/Accountability:

Responsible for the ownership and resolution of Major Incidents through the lifecycle
Liaise with internal and 3rd party technical resolver groups to define and drive investigation and resolution actions
Deliver stakeholder communications in line with agreed SLA's
Set up and chair technical and customer facing conference calls for the purpose of driving resolution and maintaining communication
Maintain incident records in ServiceNow with a focus on detailed information capture
Maintain required touchpoints with other ITIL functions such as Change Management, Knowledge Management etc.
Author Major Incident Reports for internal and external distribution
Maintain internal team documentation
Assist with efforts to ensure no major incident recurrence
Identify and assist with implementation of internal team CSI opportunities
Build close partnership with service desk and resolver teams to drive process improvements

Skills/Experience

Excellent verbal and written communications with proven report writing skills.
Ability to adhere to governance standards and processes.
Strong interpersonal and relationship building skills. You must be able to work as part of a team.
IT knowledge (broad rather than deep) of IT systems and technology.
Data analysis experience and structured approach to problem solving.
Proven customer support experience in a large global IT service support environment.
Experience with ServiceNow or another ITSM tool preferred.
Experience and understanding of ITIL process areas.
Excellent customer service skills and an ability to listen and understand the customer's requirements.
Experience of working with technical staff and 3rd
Previous experience working with senior client stakeholders (director or Clevel).
Ability to multitask and priorities effectively.
Willingness to travel and a flexible approach to working hours.

Qualification/Certification requirements

ITIL certification preferred
IT or business degree preferred
Driver's license preferred

Intelligent Resource is committed to barrier-free and inclusive recruitment. We are a Disability Confident recruiter, and a RIDI 100 and Business Disability Forum partner organisation.