Incident assurance manager

Incident Assurance Manager

Contract - 3 Months

Reading/ Hybrid - 2 days per week onsite

Job Context

Incident Management plays a critical role within the wider Service Management function providing UK based Incident Management resource 24x7, 365 days of the year, working alongside the Partner Incident Management teams, Service Desk and off-shore Front Office ICT and Network operations functions.

Accountable 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.

Responsibilities

• Ensures that any impact to Services for customers and employees is minimized through effective Service Restoration. Service Restoration will be achieved through partners in the resource layer managing technologies underpinning services.
• Responsible for routing major incidents between partners and coordinating resolutions in a timely manner with minimal disruption to the business.
• Responsible for developing the procedures and frameworks for how incident management is handled by partners, and in between partners.
• Ensures Service Impact is consistently understood and communicated to the right level of business stakeholders in a timely fashion through appropriate service monitoring and post incident reporting. Incident management will be seamless embedded to change, problem and CSI activities and process.
• Ensures Incident Management processes 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 Essential:

• 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.
• Rational and calm under pressure.
• ITIL Qualifications.
• Degree Level Qualification.
• Experience of ICT / and or Mobile Network Technologies.

For more information please contact me jessie.marsh@projectpeople.com

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