Senior Incident Manager

As a Senior Incident Manager, we will be looking for you to play a pivotal role in acting as an escalation path for Incidents across one of our largest retail customers estate. The Senior Incident Manager role is to restore normal service operation as quickly as possible and minimize any adverse effect on our key critical business applications and our customer s business operation within an ITIL framework.

As important as a having well rounded communication skills and experience is the ability to build working relationships with both colleagues and customers, in turn supporting the company s commitment to achieving high standards of customer satisfaction and service quality.

Customer service is key, and the role requires a highly motivated self-starter, who enjoys constant challenges and delivering results.

If you are looking for a role that is strictly 9-5, this may not be the job for you. Pace should not scare you; flexibility is a must since service restoration doesn't always occur during regular business hours.

Required Qualifications

Graduate or equivalent work experience required.

Minimum of 4-6 years of relevant experience or equivalent combination of education and experience in Incident Management.

Good business English skills (Written and spoken).

ITIL V3/V4 Foundation is Must

MIM Professional - V3 (Desirable)

Provides Incident Management support for more complex customers / services.

Serves as a contact point for customers in the context of specific services and escalation management.

Drive Continuous improvement deliverables across the Incident Management process

Work closely with customers, internal support teams and vendors to manage high priority incidents through to resolution

Host internal/external conference bridges

Provides Incident Management support for more complex customers / services.

Serves as a contact point for customers in the context of specific services and escalation management.

Drive Continuous improvement deliverables across the Incident Management process

Work closely with customers, internal support teams and vendors to manage high priority incidents through to resolution

Host internal/external conference bridges

Coach and mentor junior member of the team

Proactively notifies customers and internal stakeholders of potential issues impacting service performance; provides regular status updates as required.

Coordinates service resolution engagement work across internal, supplier and other parties.

Manages resolution of ticket-specific service delivery issues.

Performs root cause analysis of recurring issues and proposes specific 'get well' plans to achieve sustainable resolution.

Verifies debriefing of calls and collects / records missing information.

Post processes incorrect or incomplete debriefed calls, informing all stakeholders of remedial actions to prevent similar concerns in future.

Recommends and supports implementation of service optimization / improvements.