Head Resourcing is working with an organisation in Paisley that is looking to recruit experienced Incident Management talent that is open to considering a new opportunity. You will primarily cover the management of Major Incidents across the organisation, working alongside your colleagues in (Problem Management, Change Management, and Configuration Management) - these incidents could be relating to any aspect of service and can be business critical. Although this is not a technical role any technical understanding across a range of technologies will help you to enable the appropriate level of challenge to be presented. As you grow in the role you will understand the wider IT service and how the components relate to enable you to understand the impact of changes on all technical components - this will include engagement with multiple external suppliers.
Responsibilities:
- Manage the ITIL Incident Management function (alongside your colleagues in Problem, Change and Configuration Management) in a controlled manner ensuring all parties are keep up to date and that plans are understood by all concerned.
- Deliver assigned activities using correct processes and procedures to the customers satisfaction
- Maintain the records associated with the services being delivered to ensure an accurate record of activity
- Escalate any issues promptly to the correct service manager to ensure customer impact is understood and communicated
- Handle any escalations to ensure a timely resolution
- Work with 3rd party suppliers to ensure all aspects of incident, problem, change and configuration management are agreed and understood
- Work with the Service Centre team, service managers and suppliers to ensure end to end customer service meets or, if possible, exceeds, SLAs.
- At all times ensure the customer impact of incidents are well understood by all parties involved
- Communicate effectively with the Service Centre team, service managers and suppliers to ensure that all activities being undertaken are well understood and all actions are planned effectively.
- Ensure all documentation is up to date including processes and any detailed work instructions
Essential:
- Strong track record in Incident Management role previously
- Proven track record of delivering IT services within an ITIL Framework
- Experience across multiple areas of ITIL service management
- Good analytical and problem-solving skills especially when working in an environment of changing priorities
- Good technical understanding of Microsoft based environments
- ITIL foundation qualification
Desirable:
- Experience of working in a Service Management team within a multi-supplier environment
Benefits:
- Excellent benefits package (22% pension contributions and 43 days annual leave)
- Role is Paisley based one day per week, remaining time working for home
- Good transport links locally
