Major Incident
2 weeks ago
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 to reviewing and improve 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??#J-18808-Ljbffr-
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