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Incident Assurance Manager

Job Title: Incident Assurance Manager
Contract Type: Permanent
Location: Berkshire, England
Salary: Negotiable
Start Date: ASAP
REF: WM/INAM_1621668794
Contact Name: Warren Moore
Contact Email:
Job Published: 2 months ago

Job Description

Incident Assurance Manager


Remote initially - 2 days/week in Berkshire post-lockdown

A leading name within the telecoms space are currently recruiting for an Incident Assurance Manager to join their team.

Role Purpose

To relentlessly manage the delivery of Incident Assurance services by the supplier ecosystem to achieve agreed business outcomes and performance targets.

To manage and proactively drive Service Availability and Incident resolution and ticketing KPI's and quality against contractual obligations and industry benchmarks

To identify, contribute and manage efforts which will continuously improve the methodologies, processes, systems, controls, capabilities, and relationships required to deliver service availability and ticketing metrics including all related forums, communications, and governance control points proactively and reactively.

To work in concert with all levels in the supplier ecosystem to create a high performing, service-based organisation. To deputise for the Senior Incident Assurance Manager when required to ensure the successful running of the function.

Key responsibilities:

Ensure and manage supplier adherence to the incident management service outlined in the contract and relevant Service Operations Manuals (SOM's), through a Service Assurance framework

Manage continuous improvement of the methodologies, processes, system controls, capabilities and relationships required for Incident availability and the delivery of service availability including all related forums, communication, and governance control points

Responsible for assuring and ensuring incidents are recorded accurately in Remedy in terms of event durations and impacts on customer experience

Manage cases where mediation is required to ensure correct ownership of tickets, prevent (where possible) senior levels of mediation being required.

Be an escalation point for jeopardy management where a resolving agency wrest

Manage and ensure that complex process interlocks for incident service between all parties are effective in their design and execution and deliver the correct outcomes

Accountable for supporting the Service Assurance Team

Manage and participate in performing Play book and Service Operations Manuals (SOM) and designating Pass/Fails

Play a role in supporting and developing the use of BMC remedy tool set.


Technical understanding of Mobile Telecommunications system architecture

Experience in Telecommunication Operations and/or/deployment

Incident management and escalation management experience

Ability to work in a highly pressurised environment

Strong knowledge of the methodologies, processes and capabilities required to deliver best in class technical and business services.

Experience working for a Network Operator or Telecoms Service Provider

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