Incident Manager - Crewe, United Kingdom - Mphasis

Description

Job Description

Role: Incident Management Service

Location: Crewe

Technical Skill: -

· Incident management facilitating timely resolution of customer IT issues within agreed SLA targets including escalation, communication, and coordination with internal and external parties.

· Developing and documenting Incident processes and protocols.

· Uses 8D methodology to investigate and resolve incidents. Produces regular Incident summary reports for purposes of communication.

· Availability Management - ensure that services and underlying infrastructure are available in alignment with both business need and contractual obligations of suppliers. Communicate service status / issues to connected car service stakeholders.

· Development of a knowledge base for internal and external support teams which increases FTF (First Time Fix) rate of Customer issues and implementation of process improvements from lessons learnt

· Prior experience of Incident and other ITSM processes

· Strong knowledge on Service Now – mainly in Problem, Change, Major Incident and Reporting modules.

· Excellent leadership skills and ability to collaborate with team members.

· Strong problem solving, analytical, and time management skills.

· Ability to work to deadlines including attention to detail and multitasking skills

Non-Technical Skill:

• Quickly understanding customer issues from a business impact perspective, draw logical conclusions, make sensible suggestions that meet both the Mphasis strategic direction and customers' needs and engage other vendors/ suppliers to support.
• Responsible for assessing situations, making appropriate interventions, managing resolution activities, and communicating this to both technical and non-technical stakeholders both within Mphasis, Client and 3rd Parties.
• Ensure major incidents are managed effectively, managing the expectations for stakeholders, and acting as a point of contact for business areas using language understood by those stakeholders.
• Manage and report on core ITSM processes such as Incident, Problem, Change, Service Level management.
• Subject Matter Expert (SME) in the specific process area, representing the process to all stakeholders, reporting on performance, and developing recommendations for continual service improvement.
• Supporting and nurturing process improvements and knowledge base improvements
• Contributing to the objectives of the wider Service Management and Operations team.

Desirable (Good to have)

ITIL Foundation Certification

ITSM & ServiceNow experience

Automobile industry experience

About Mphasis

Mphasis applies next-generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis' Front2BackTM Transformation approach. Front2BackTM uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2TM=1) digital experience to clients and their end customers. Mphasis' Service Transformation approach helps 'shrink the core' through the application of digital technologies across legacy environments within an enterprise, enabling businesses to stay ahead in a changing world. Mphasis' core reference architectures and tools, speed and innovation with domain expertise and specialization are key to building strong relationships with marquee clients.