Senior Incident Resolution Specialist

3 weeks ago


London, Greater London, United Kingdom DGH Recruitment Limited Full time

Achieve Service Excellence with DGH Recruitment Limited


As a seasoned Senior Incident Resolution Specialist, you will be responsible for overseeing and managing Incident and Problem Management processes. Key responsibilities include:



  • Managing Major Incidents within shift and OOH rotation
  • Overseeing and driving Incident Management activities, including the resolution of Major Incidents
  • Working to improve the reliability of IT Services and the end-to-end Customer Service through Experience Level Management
  • Driving both reactive and proactive Problem Management activities, including data analysis

Requirements



  • Producing statistics and reports through PowerBI, ServiceNow, and MS Products
  • Experience of managing major and complex system failures and issues
  • Strong leadership skills with the ability to motivate and manage technical teams during high-pressure situations
  • Deep knowledge of service management processes, particularly Incident, Problem, and Change Management


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