Nivel cariera

Middle (2-5 ani)

Limbi vorbite

engleză

Adresa/adresele jobului

Salariu brut pe luna

1000 - 1500 €


Main tasks

  • Technical liaison with 3rd party Management Layer to manage Incident Management processes
  • Regular updates to Service Operations function.
  • Management of all incidents as per Incident Management process provided, and compliant with SLA associated to the Incident's given priority.
  • Liaison with all required parties to manage SLA within restoration time required.
  • As a result of Field Ops raising a ticket due to an on-site defect or H&S issue, assign incident record and notify relevant parties of the incident as per instruction within the SoW.
  • Emergency Reinstatement Management.
  • Ensure a High quality ticket management philosophy is maintained both from a ticket detail and ticket management perspective
  • Ensure the SLA's and KPI's relating to the contract are fully understood
  • Maintain open communications with the 3rd party management layer relating parts of the business
  • Maintain regular contact with the Service Desk and NOC Manager, feeding and receiving feedback that will enhance and our ability to deliver and add value.
  • Drive continually improving teamwork and communication
  • Responsibility for managing all faults to resolution adhering to the incident management process ensuring that all incidents are progressing in accordance with agreed Service Levels
  • Compilation and issue of major incident reports.
  • Incident detection, logging and monitoring
  • Classification and prioritization (against impact and urgency)
  • Investigation and diagnosis
  • Restoration and recovery, including interfacing to other groups
  • Jeopardy Management and customer escalation point for real time operational issues
  • Ensure business objectives are achieved through proactive and diligent management of incidents to successful conclusion and delivering an excellent customer experience
  • Analyze, consolidate and aggregate data from various sources to form an end-to-end view of incident management
  • Escalates major incidents to senior management as appropriate, inclusive of options & recommendations
  • Proactive management of support groups, vendors and third parties to complete major incident processes in a timely manner, achieving / exceeding business required service quality standards
  • Analyzing and coordinating escalations/ reassignment
  • Deliver against objectives, goals, etc. set by the NOC Manager
  • Maintain a detailed understanding of how customer & 3rd party activities contribute to service performance.
  • Effectively manage departmental performance against delivery of objectives.
  • Assist in Implementing the required processes and procedures for the NOC team and carry out regular reviews to ensure they are fit for purpose.
  • Produce & present regular reports to Internal & Customer management.
  • Drive continuous improvements to the quality and efficiency of delivery.
  • Working standard business hours, but expected to join an on-call rota to support out-of-hours incidents.

Required compentencies

  • BA/BSc degree in Engineering or Computer Science
  • At least 5 years experience in Service Management environment, at least 2 within Incident Management.
  • Experience of service management tools. Use of BMC Remedy and Mycom OSI would be an advantage.
  • ITIL / eTom knowledge an advantage.
  • Fluent English spoken and written