Junior Major Incident and Problem Manager

Recruiter
Gattaca
Location
Leeds
Posted
11 Sep 2018
Closes
18 Sep 2018
Contract Type
Permanent
Hours
Full Time
This role would suit someone who would like to progress their career into management.

The Major Incident and Problem Manager will


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Responsible for maintaining a consistent and timely delivery of Incident & Problem Management in line with company procedure and industry best practice


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Work with internal stakeholders, customers, 3rd party vendors and business units in all matters relating to Incident & Problem Management to deliver customer service excellence


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Own the endtoend problem and incident management processes in order to ensure that all problems and incidents are progressed consistently in accordance with agreed Service Level Agreements

o Accountable for ensuring normal service operation is restored as quickly as possible following a service failure (incident) and minimise the adverse impact on business operations

o Validate or reject suspected major incidents ensuring they are correctly identified, understood, categorised and resolved

o Coordinate the implementation of agreed remedies / preventative measures in a timely manner, achieving / exceeding business required service quality standards

o Ensure all required stakeholder communication is efficiently performed relating to incidents and major incidents and parties engaged


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Responsible for restoring normal IT Service Operations as quickly as possible to minimise the adverse impact on the business that are caused by major incidents


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Responsible for the effective remediation of systemic issues in the operating environment, taking ownership for driving solutions


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Working with internal and external providers to expedite the root cause of major system issues, chairing timely and efficient conference calls and owning actions up to restoration of service

Experience/skills required


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Background in a service management role working within an ITIL framework would be beneficial


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Knowledge of implementing ITIL and service quality procedures


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Broad exposure to IT infrastructure/application landscape ideally with technical depth in a discipline or ITSM process


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Excellent written and verbal communication skills


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Competent in defining, documenting and managing procedures and processes


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ITIL Foundation / Practitioner / ITIL Service Manager


This role is to start asap and will pay £120 £160 per day Ltd/Umbrella.

Networkers acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers and is part of Gattaca Plc.

Gattaca Plc provides support services to Networkers and may assist with processing your application. Advertised through Zoek 3cf64771d64d418f860fa67f1e48476f5

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