Incident Assurance Manager - Radio Access Network / RAN

Incident Assurance Manager - Radio Access Network / RAN - Permanent - Mobile Telecoms - Berkshire

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

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 and maximise the value the company creates for its Shareholders. To deputise for the Senior Incident Assurance Manager when required to ensure the successful running of the function.

Ensure and manage Vendor 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

Management of Vendor led Emergency Site Restoration, Dead Sites process and Incident Top20/Top 60 lists

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 within the company

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 with respect to the Incident Service Performance Adjustment (SPA) claims process, ensuring clear and concise case data is supplied, supporting the discussions with shareholders, and providing robust challenges to E\ rejects SPA

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.

Essential Skills: