Incident Management Lead - Berkshire - Contract

Incident Management Lead - Berkshire - Contract

Lead a team of Incident Managers who are accountable for the governance of the E2E incident management process. This includes processing and coordination of appropriate and timely responses to incident reports, channeling 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.

Accountable for the 24x7x365 point of escalation across all partners in the service restoration of major incidents.

The typical planning horizon for this role is weekly in that it provides operational capability to the business.

Experience and Knowledge

Essential criteria:

• * Certified ITIL Service Operation intermediate.
• * Experience of leading an incident management team within a multi-party telecommunications environment on a 24x7 basis.

Please apply via this site in the first instance or send a CV with covering note to Fred.Cope@Projectpeople.com

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