Major Incident

2 weeks ago


Birmingham, United Kingdom ISR Recruitment Ltd Full time

The Opportunity:

We are currently looking for an experienced Service Manager with a proven background delivering both Incident AND Problem Management in high pressure environments.

You will work with a team of experienced Service Management professionals to support the day to day management of all P1 and P2 major incidents on a Real Time, mission-critical control system which is experiencing on average 8-10 major incidents a week.

You will also be involved in proactive Problem identification and investigation via data gathering and creation of ITSM Dashboards to reduce and resolve emerging and recurring problems.

Skills and Experience:

  • Extensive experience working in a busy Service Management role undertaking BOTH incident and problem management
  • Ability for reviewing and improving incident escalation actions, processes and reporting through creating and analysing ITSM Dashboards
  • Strong communication and client management skills, with direct exposure to handling tricky and hard to please clients
  • In-depth understanding and certifications in service management methodologies (ITIL V4, ServiceNow)
  • Willing to work as part of a rota to ensure 24/7 coverage

Role and Responsibilities:

  • Undertake daily Incident Management of P1/P2 incidents, prioritising them according to their severity and urgency
  • Solve complex problems with software and hardware to ensure incidents and service outages are resolved as quickly as possible
  • Analyse current processes, identify and implement opportunities to optimise processes, and lead and develop a team of experts to deliver service improvements
  • Maintain compliance with customer-related SLA parameters for incident resolution times
  • Manage senior stakeholders based in the US and EU, ensuring there is an effective level of communication between key members

Please call James Sample here at ISR to learn more?

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