Key responsibilities of this role;
* Co-ordinating and leading Support teams for the management of incidents impacting business operations
* Where required provide triage on incidents raised by the business before escalation to 3rd party service providers
* Liaise with 3rd Party Service providers to ensure incidents impacting service are resolved in line with process and resolution targets.
* Provide timely and effective incident communication to key stakeholders
* Provide on-call incident cover as part of the Incident Management team
* Ensure effective post-incident handover to the Problem Management team and participating in the preparation and performance of Post Incident Reviews
* Working closely with the Event Management team (Risk Operations) to provide support on IT caused Events
* Chairing the Daily Incident Meeting, driving the early detection of service impacting incidents
Skills & Experience
* Recent experience of Incident Management in an ITIL based environment
* Hold ITIL Service Management Foundation V3 qualification and ITIL Service Desk & Incident Management Practitioner qualification
* Have a strong ability to manage his or her own time effectively and deliver against multiple tasks with minimal supervision
* Highly organised with an ability to remain focused and flexible in an ever changing environment
* Ability to take ownership and solve problems autonomously
In return, a highly competitive salary with excellent benefits package is on offer as well as an innovative and highly collaborate working environment. For more information please contact me at Matt.Gumbley@HarveyNash.com.
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* Co-ordinating and leading Support teams for the management of incidents impacting business operations
* Where required provide triage on incidents raised by the business before escalation to 3rd party service providers
* Liaise with 3rd Party Service providers to ensure incidents impacting service are resolved in line with process and resolution targets.
* Provide timely and effective incident communication to key stakeholders
* Provide on-call incident cover as part of the Incident Management team
* Ensure effective post-incident handover to the Problem Management team and participating in the preparation and performance of Post Incident Reviews
* Working closely with the Event Management team (Risk Operations) to provide support on IT caused Events
* Chairing the Daily Incident Meeting, driving the early detection of service impacting incidents
Skills & Experience
* Recent experience of Incident Management in an ITIL based environment
* Hold ITIL Service Management Foundation V3 qualification and ITIL Service Desk & Incident Management Practitioner qualification
* Have a strong ability to manage his or her own time effectively and deliver against multiple tasks with minimal supervision
* Highly organised with an ability to remain focused and flexible in an ever changing environment
* Ability to take ownership and solve problems autonomously
In return, a highly competitive salary with excellent benefits package is on offer as well as an innovative and highly collaborate working environment. For more information please contact me at Matt.Gumbley@HarveyNash.com.