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Incident Resolution Specialist

2 months ago

London, Greater London, United Kingdom M Group Services Limited TA Magdalene Limited Full time
About the Role

We are seeking an experienced Problem Manager to join our team at M Group Services Limited T/A Magdalene Limited. As a key member of our service delivery team, you will play a critical role in minimizing incidents, identifying root causes, and implementing corrective actions to ensure smooth service delivery.

Key Responsibilities
  • Root Cause & Post Incident Reviews: Conduct thorough reviews of customer incidents to identify root causes, detail accurate statements, and implement corrective action measures.
  • Ensure appropriate action plans are defined, followed up, and implemented to remediate root causes, with the right ownership and activity management.
  • Work cross-domain, function, technology, and product to ensure the right information is provided in accordance with contractual SLAs and customer expectations.
  • Compose detailed investigation reports with all relevant information relating to the Problem Investigation and any corrective actions or recommendations for the customer.
  • Attend customer meetings when required, representing the Problem Management function.
Trend Analysis

Carry out trend analysis of incident and problem data to identify recurrent service issues, performance issues, or potential key work themes. Continuously seek to develop improved methods of analysis and improved efficiencies through better ways of working and Continual Service Improvement.

Process, Measurement, and Improvement
  • Identify improvements to enhance the incident and problem management processes, ensuring the right information is captured to support ongoing investigations, communications, case management, and performance level timeframes.
  • Ensure all work is carried out and documented in accordance with required standards, methods, and procedures.
  • Delivery against a core set of Problem Management performance indicators, as well as ensuring a maintained focus on the business impact of actions and activities.
  • Identify and document operational risks and known errors, escalating to appropriate levels as required, and in accordance with local and wider risk processes.
Knowledge Management
  • Maintain known error, workaround, and solutions in the knowledge base/workflow management tools in a format usable to others and referable to by Problem Management in the future.
  • Ensure closure of Problem Cases, Known Errors, and Risk acceptance case records in accordance with agreed processes and key performance indicators.
Core Competencies, Knowledge, and Experience
  • Awareness of SDH/SONET, DWDM technology, Cloud/Hosting Services, Cable Systems, Dark Fibre, IP, Managed Services, and Voice services.
  • Strong written and verbal communication skills, including an ability to understand specialized technical language.
  • Assertive but diplomatic, relentless with a strong desire to persevere with issues to ensure completion.
  • Ability to balance conflicting interests.
  • Ability to facilitate investigations through virtual teams.
  • Ability to gather, manipulate, and present findings to management and customers.
  • Proactive with a flexible and adaptable approach to work and a proven track record demonstrating being a team player, strong influence, and relationship management skills, and customer-centric.
  • Capability to operate in a changing environment and to drive significant changes into the organization.
  • Confidence to work with and provide appropriate challenge to senior individuals across various functions.
Technical/Professional Qualifications
  • Service Management experience and knowledge of ITIL (to foundation level).
  • Proficient with workflow management systems such as Service Now/Salesforce.
  • Familiar with certification models, specifically ISO 20000.
  • Proficient with MS office products, specifically Word and Excel.