Escalation Manager - SC Cleared
Description of Project
The primary responsibility of the Escalation Manager is work within the Incident and Alerts team for a global Defence IT Services company.
The team work to an ITIL framework and require a suitably skilled Major Incident Manager. The role is office based at BRA07 and requires cover from 0700hrs- 1900hrs on a shift rota
The Escalation Manager is responsible for assessing business impact and taking ownership of high severity Major Incidents. They will engage across all teams in Service Operations to ensure the appropriate focus and resource is available to restore service to the customer in the quickest possible timeframes. Once assigned, the Escalation Manager will manage and resolve all issues throughout the lifecycle of the incident.
The Escalation Manager will also be the escalation point for the Incident Managers within the team and provide on the job training & knowledge sharing where possible.
The role includes communication within the business and to the customer on plans, progress and resolution of Major Incidents. Where appropriate, Post Incident Reports will be generated with the aim improving process and live service.
This is a busy role within a dynamic team. Training and support can be provided by the Senior Escalation Managers. We are looking for a pro-active person who is confident in their ability to work across a large organisation driving results for the benefit of our customer with experience in Major Incident Management. This is a live support role required for the delivery of service to the Customer.
Skills - Mandatory:
Self Starter, Good Communicator,
Able to demonstrate customer service Skills
Skills - Useful:
Experience on working on a Help Desk.
ITIL Management Foundation Courses.
Project People is acting as an Employment Business in relation to this vacancy.