Incident Management Coordinator

2 weeks ago


Leeds, United Kingdom ASDA Full time

Job Advert

**Job Purpose**

Demonstrate continual service improvement through effective management of recurring and major incidents demonstrating prevention and service quality benefits as a result.

**Incident Management**:

- Supporting ASC to achieve SLAs and continual service improvement.
- Performing Quality Assurance across current and future processes.
- Providing reporting metrics and management packs
- Accountable for the delivery and maintenance of Service Management Procedures
- Working with ASC, Future, and other relevant teams to identify process and operational efficiencies.
- Supporting Project delivery managing new products/services and providing service transition documentation
- Track and align processes / reporting and actions in line with business policies

**Problem Management**:

- Implementing and maintaining the Problem Management Policy/Framework
- Providing trend analysis of recurring incidents reducing incidents and demonstrating continual reduction of Incident and Problem queue
- Aiding technical investigation of Problems to expedite resolution.
- Reporting metrics and data supplied to relevant areas across ASDA.
- Providing relationship management across all internal and external support functions to achieve improved Incident and Problem management.
- Responsible for providing root cause analysis reporting for internal management and external clients/customers.

**Governance & Compliance**:

- Complying with all ASDA procedures and providing supporting documentation to demonstrate compliance.
- Producing reporting packs including Key Performance Indicators and Key Risk Indicators to effectively steer the delivery of Incident and Problem Management.

**Operational Incidents**:

- Working with the relevant ASDA business areas to manage risk and business incidents.
- Facilitating closure, prevention, and action plans for all historic incidents.

1. Supporting the Application and Development Function to achieve delivery of fixes within Software Releases both present and future.

**How you will do it**

**Knowledge**:
Demonstrates and understanding of Quality assurance best practice and trends to ensure quality frameworks are market leading and embedded to deliver market leading customer service.

**Communicating and influencing**:
Works with Offshore Teams at all levels to improve Customer Service through Quality Coaching and analysis aligned with Onshore teams.

**Freedom to Think and Act**:
Uses data and innovation to create action plans to improve customer service.

**Skillsets required**

**Essential**

**Desirable**
- Previous Experience in a Contact Centre Environment
- Coaching skills
- Excellent knowledge of Quality best practices
- Strong organisation and stakeholder management skills
- Analytical skills
- Coaching Qualification
- People Management experience



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