Role Overview
The role forms part of a dedicated team focused on a key client. It is a focal point for all incidents and problems within the service. It involves regular meetings to review incidents and problem trends and agree on initiatives to improve the service.
In this role, you will work with the technical teams and the management team to ensure incidents, problems and escalations are properly handled, updated and managed through to the conclusion. They will also be the lead for major incidents that occur during business hours, running bridge calls and ensuring communications are timely and accurate.
Problem management will form a key part of the role, ensuring you own proactive problem management initiative within the account and that the problems are captured, remediated and permanent resolutions are identified and managed to a conclusion in a timely manner.
Role Responsibilities:
- Own the incident and proactive problem management process
- POC for escalations related to incidents / problems
- Support compliance and quality activities
- Own the Major Incidents process ensuring they are managed to a successful completion and an RCA is documented and delivered to the client.
- Attend weekly Incident and Problem Management Meetings, discussing trends and giving insight into process improvements
- Own the weekly, fortnightly & monthly reporting on incident and problems and assist with monthly, quarterly service reviews.
Technical Competencies:
- Service Now, Jira – Preferred
- Messaging – Exchange, Skype
- Microsoft Office 365
- Virtualization
- Backup & Archiving
- SAN storage & Core Infrastructure – Active Directory/Windows
Business Competencies:
- Strong understanding of ITIL processes - advanced ITIL qualification would be desirable but not essential.
- Experience of Incident & Problem Management, analysing incident and problem trends, handling escalation, auditing quality, working with technical teams.
- Experience in tools like ServiceNow to manage end to end incident / problem life cycle
- Experience of Major Incident Management with the ability to work under pressure, engage with technical teams and manage Customer experience.
- Excellent communication, teamwork and interpersonal skills.
- Ability to create process for other team members.
- Qualities: Integrity, attention to detail, timeline sensitive, goal oriented, motivated.
- Good problem-solving skills
