Incident Management
6 months ago
**Technical Skill: -**
- Incident management facilitating timely resolution of customer IT issues within agreed SLA targets including escalation, communication, and coordination with internal and external parties.
- Developing and documenting Incident processes and protocols.
- Uses 8D methodology to investigate and resolve incidents. Produces regular Incident summary reports for purposes of communication.
- Availability Management - ensure that services and underlying infrastructure are available in alignment with both business need and contractual obligations of suppliers. Communicate service status / issues to connected car service stakeholders.
- Development of a knowledge base for internal and external support teams which increases FTF (First Time Fix) rate of Customer issues and implementation of process improvements from lessons learnt
- Prior experience of Incident and other ITSM processes
- Strong knowledge on Service Now - mainly in Problem, Change, Major Incident and Reporting modules.
- Excellent leadership skills and ability to collaborate with team members.
- Strong problem solving, analytical, and time management skills.
- Ability to work to deadlines including attention to detail and multitasking skills
**Job Types**: Full-time, Permanent
**Salary**: £27,895.84-£66,122.23 per year
**Benefits**:
- Company pension
- Private medical insurance
- Work from home
**Experience**:
- Incident management: 8 years (preferred)
- ServiceNow: 3 years (preferred)
- IT service management: 5 years (preferred)
- Automobile Industry: 2 years (preferred)
Work authorisation:
- United Kingdom (preferred)
Willingness to travel:
- 50% (preferred)
Work Location: Hybrid remote in Crewe, CW1 2EL
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