Dv Cleared Problem

3 days ago

Reading, United Kingdom Global Technology Solutions Ltd Full time

DV Cleared Problem / Incident Manager
Hybrid working - 3 in 4 weeks onsite the other week they can work from home
Main responsibilities:
Within this role you will act as the expert on the best practice of Incident & Problem Management in the company's Operation bridge for processes throughout the support environment.
The role requires you to take responsibility for any high visibility and high impact issues that occur within IT and then assist in providing an excellent support solution throughout the organisation at all levels. Taking ownership for matrix-managing and beingable to maintain a strong influence within the IT function to drive the team forward and support delivery of the outlined objectives.
You will work as a team of 4 taking an approach that effectively responds to incidents and requires you to be proactive in following up and resolving major incidents by conducting Incident Reviews, initiating the appropriate Problem Management investigationsto identify and address Root Cause, reducing reoccurring incidents as well as effectively reporting on those areas.
DETAILED JOB DESCRIPTION:
Key Accountabilities:

- Accountable for providing proactive monitoring and management of systems via the usage of suitable tooling.
- Management and ownership of all Incident and Problem Management processes including a 'P1' Major Incident process.
- Champions Function. Market the services and benefits of the IT Services Bridge; maintain positive public relations profiles with IT and Customers.
- Ensuring that the Operations Bridge is universally accepted as a 'Centre of Excellence' within IT.
- Ensure OPS Bridge is seen as the 'Single View of the Truth' of Delivered Service.
- Production and management of all IT Problem Records, ensure agreed dates and timescales are met and any issues escalated.
- Trend Analysis; ensure that full investigation of issues occurring weekly / monthly with Root Cause and Plans to prevent re-occurrence.
- Ensure Service Delivery information is available and up to date. (Portal, Pager updates, briefing etc).
- Conduct 'IT Customer Surveys' providing feedback to the IT Management and business.
- Where necessary, matrix manage specific teams in the delivery of service via the Operations Bridge function.
- Support Service Management in the delivery of services.
- Develops the capabilities of the service to meet the demands of changing business requirements.
- Minimise Business customer downtime through pro-active management of Incidents and Problems.
- Provide the Senior IT management team with up-to-date information with regards to Service performance
- Deliver Ops Bridge Management of Business-Critical SLA's through proactive Management / Monitoring of Services
- Manage communications with customers, owning escalated issues through to resolution on P1 / P2 Incidents
- Continually improve delivered services and process to ensure Customer Service Levels are met.
The site benefits from a restaurant, coffee shop, parking and good public transport links. As an employee you'll have access to a large library of courses and accreditations to help further your skills and development. Benefits include workplace pension scheme,various flexible benefits including life insurance, health cashback plan, holiday insurance, HP employee purchase store, private medical cover (medical cover comes in to effect after 6 months service)
ESSENTIALS SKILLS/QUALIFICATIONS:

- Qualification in ITIL Disciplines and ideally "Service Operation" Related
- Qualification in specific Technical field.
- Experience in IT Service Management, preferably in a Customer relationship position.
- Experience in a specific IT discipline (Telecoms, Infrastructure, Service Desk etc.)
- Experience with dealing with customers and their complaints. Working flexibly to ensure deadlines are met.
- Experience in IT, Incident and Problem Management essential.
DESIRABLE SKILLS/QUALIFICATIONS:
Global Technology Solutions is acting as an Employment Agency in relation to this vacancy.

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