Incident Manager

Project People currently have an exciting opportunity for an Incident Manager to join a leading telecoms business based in Berkshire.

Your responsibilities an Incident Manager will include;

• Deliver results and achieve SLA/KPI performance by focusing on effective cross functional team working.
• Co-ordinate/facilitate the communication process as well as the escalation process during the course of all Disaster Recovery, Business Continuity, Critical, and VIP incidents.
• Proactively monitor incident resolution, analyse and highlight trends and root causes to Problem Management and/or relevant support teams.
• 24/7 SPOC (Single Point Of Contact) for Business and Customer escalations relating to high profile events.
• Act as an escalation point for internal escalations from Operations Management, and wider Service Management community.
• Ensure quality standards and Service Management processes are compliant across all operational teams.

The ideal Incident Manager will have;

• Extensive experience in a fast-paced Operations environment working within an ITIL framework with a solid understanding of the Incident Management process.
• 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.
• ITIL Qualification.
• Experience of ICT / and or Mobile Network Technologies.

This is a fantastic opportunity to join a forward thinking organisation and work alongside industry leading professionals. To find out more please contact tom.irvine@projectpeople.com or apply now.

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