Incident Manager

We are currently recruiting for an Incident Manager to join our client, a leading telecoms organisation.

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

The Incident Management Team works on a shift pattern that offers flexibility to the business, while providing team members with valuable access to on-site management, project and technical teams. An overall flexibility to shift work is a necessity in this role. Further details of the shift pattern are available upon request.

As part of this role, you will be responsible for:

• Delivering results and achieving SLA/KPI performance by focusing on effective cross functional team working.
• Co-ordinating/facilitating the communication process as well as the escalation process during the course of all Disaster Recovery, Business Continuity, Critical, and VIP incidents.
• Proactively monitoring 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.
• Being the escalation point for internal escalations from Operations Management, and wider Service Management community.
• Championing Three's quality standards and Service Management processes ensuring compliance across all operational teams.

In terms of skills and experience, the ideal candidate

Must Have:

• 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.Nice to Have:

Nice to Have:

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

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