Senior Technical Support Representative

4 weeks ago

Milton Keynes, United Kingdom FORTNA Full time

FORTNA partners with the world’s leading brands to transform omnichannel and parcel distribution operations. Known world-wide for enabling companies to keep pace with digital disruption and growth objectives, we design and deliver solutions, powered by intelligent software, to optimize fast, accurate and cost-effective order fulfillment and last mile delivery. Our people, innovative approach and proprietary algorithms and tools ensure optimal operations design and material and information flow. We deliver exceptional value every day to our customers with comprehensive services and products including network strategy, distribution center operational design and implementation, material handling automated equipment, robotics and a comprehensive suite of lifecycle services.

At FORTNA, we believe in fostering a workplace that isn't just a job but a movement – a collective effort to redefine success and transform challenges into opportunities. "Join the Movement" encapsulates our commitment to a workplace culture that thrives on collaboration, celebrates diversity, and empowers every individual to contribute to something greater than themselves. Our Team. Our Passion. Our Approach. 

Description

The Incident Manager is responsible for overseeing the incident management and resolution process, including overseeing the prioritization and escalation of IT incidents, coordinating the incident response team, implementing workarounds, and, where applicable, conducting trend analyses and root cause analyses.

Reporting Relationship

Attach a current organization chart of the relevant unit with the position identified or describe the reporting relationships above and below this position.

Work Unit & Location

Indicate the company name, as well as the unit or department within the company where the employee will work or to which the employee will report. Include the address of the physical location, especially if the location is a separate building or branch office.

Responsibilities

Strategy & Planning

Establish and enforce incident response service level agreements in consultation with end users in the business to establish incident resolution expectations and timeframes. Analyze performance of incident management activities and documented resolutions, identify problems, and devise and deliver solutions to enhance quality of service and to prevent future problems. Regularly iterate on the incident management process using data gathered about the frequency and severity of incidents.

Acquisition & Deployment

Prepare budget proposals and operational expenditure statements. Collaborate with other departments to identify and/or procure service management software for internal staff and external clients. Conduct research on emerging products, services, protocols, and standards in support of help desk technology procurement and development efforts. Liaise with vendors for the procurement of new systems technologies, oversee their installation and adoption, and manage vendor relationships, always looking for opportunities to improve the quality of service.

Operational Management

Lead several incident response teams across the organization for the duration of escalated incidents. Design and enforce request handling and escalation policies and procedures. Coordinate the transfer to the problem management process where necessary. Monitor and test fixes to ensure problems have been adequately resolved. Access software updates, drivers, knowledgebases, and FAQ resources on the internet to aid in problem resolution. Track and analyze trends in incident reports and generate statistical reports. Assess need for any system reconfigurations (minor or significant) based on incident trends and make recommendations. Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users. Attend training seminars, conferences, and trade shows to broaden knowledge of current and future incident management technologies and processes. Oversee the development, implementation, and administration of incident management training procedures and policies. Train, coach, and mentor all support tiers.

Position Requirements

Formal Education & Certification

College diploma or university degree in a relevant field and/or 5 years equivalent work experience with ITSM and ITIL methodologies.

Knowledge & Experience

Exceptional knowledge of computer hardware Significant experience with desktop and server operating systems, Extensive application support experience Working knowledge of a range of diagnostic utilities, including Demonstrated progressive experience in the management of a technical support team. Proven track record of developing and providing service level agreements and resolving IT incidents.

Personal Attributes

Solid relationship management and performance management skills. Ability to motivate and direct staff members and subordinates. Exceptional interpersonal skills, with a focus on listening and questioning skills. Strong documentation skills. Ability to conduct research on a wide range of computing issues as required. Ability to absorb and retain information quickly. Ability to present ideas in user-friendly language to non-technical staff and end users. Keen attention to detail. Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment. Exceptional customer service orientation. Experience working in a team-oriented, collaborative environment.

Work Conditions

Additional working hours as required, including coordinating incident response 24x7. Sitting for extended periods of time. Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components. Some travel may be required.

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