Incident Manager

The Bridge Ltd
09 Jan 2018
15 Feb 2018
Contract Type
Full Time
dent Manager Leeds £30,000 - £35,000 - Permanent Incident Manager required on a permanent basis in Leeds, excellent opportunity to join a fantastic company as they continue to grow. Incident Manager Role and Responsibility: Support the effective implementation and running of standard Incident and Service Desk processes to ensure incidents and requests are correctly assigned managed and resolved within agreed Service Levels. Accountable for managing allocated major and significant incidents and ensuring they are resolved within agreed processes and Service Levels Support significant incident triage, ensuring the correct priorities are set and the Service Desk system is kept updated Support for ensuring relevant and timely communication to stakeholders, up to Executive Committee level (EXCO) with regular updates provided until incident has been resolved Accountable for 'normal' ticket management to ensure incidents and requests are assigned correctly by the Service Desk and resolved within agreed Service Levels Accountable for ensuring escalations for normal incidents are managed correctly, taking personal management of the incident where agreed with Service Desk Manager Incident Manager Skills and Experience Incident management or Service Desk experience Understanding of ITIL v3 E2E ticket management processes. Knowledge and experience of an ITSM toolset ITIL V3 Foundation Strong communications (written & verbal) Strong analytical and problem solving skills. Ability to remain calm under pressure or through demanding challenges If this is a role you would be interested in hit APPLY Now!