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Service Assurance Incident Manager
2 months ago
Great role for an experienced Incident Manager, working on a 6 month contract basis for a high profile telecoms company. 2 days a week hybrid in Reading.
The role be leading a team of Incident Assurance 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, 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.
What experience is needed
- Extensive experience in an incident management role(ideally within telecoms) working within an ITIL framework with a solid understanding of the Incident Management process
- Strong analytical capabilities, highly organised and excellent team, and relationship management skills
- Proven ability to engage and communicate with senior stakeholders and support teams across any number of business functions
