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Incident Assurance Manager

Job Title: Incident Assurance Manager
Contract Type: Contract
Location: Reading
Industry:
Salary: Negotiable
Start Date: ASAP
Duration: 3 months+
REF: AC/51998_1673022269
Contact Name: Amanda Cager
Contact Email: amanda.cager@projectpeople.com
Job Published: 11 months ago

Job Description

This is a great role working for a high profile brand who are looking for an Incident Manager, responsible for the governance of the E2E incident management process. This includes processing and coordination of appropriate and timely responses to incident reports, channelling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress towards service restoration.

Accountable for ensuring that incident management processes will work effectively across partners to minimize service impact and therefore only require minimal resource at the Service Assurance level. This will be enhanced through automation and workflows to ensure resolver groups receive incidents without intervention.

Experience needed:

  • Extensive experience in a fast-paced Operations environment working within an ITIL framework with a solid understanding of the Incident Management process.
  • Strong analytical capabilities, highly organised and excellent relationship management skills.
  • Energetic and pro-active with a "can-do" attitude.
  • Experience of ITSM tool sets, preferably BMC Remedy.
  • Proven ability to engage and communicate with senior stakeholders and support teams across any number of business functions.

Project People is acting as an Employment Business in relation to this vacancy.