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Incident and Problem Manager - Telecommunications (contract)

£400 to £450

London / Contract / Ref: ND-I&Pman3124

Incident and Problem Manager - Telecommunications - Contract

Alexander Ash are working with a global mobile satellite communications firm who have embarked on a major IT Transformation drive across their Service Delivery Platform. They are looking for an Incident & Problem Manager who will leverage their customer service processes and ITIL Incident and Problem Management processes and procedures to effectively and efficiently bring issues, incidents and problems to a resolution, post the implementation.

The role will work as part of the Hypercare team to proactively resolve issues to provide an outstanding customer and business experience. The aim is to minimise adverse impact of incidents and problems on the business and customers; and identify recurring operational issues, ensuring root-cause analysis occurs an ensuring problem solutions are developed and implemented to prevent recurrence of issues.

Incident Management:

  • Take full responsibility for Major Incidents from start to resolution ensuring service is restored
  • Manage and coordinate the multi-team identification and resolution of all Major Incidents
  • Manage the post incident review of all Major Incidents, conducting root cause analysis sessions and producing customer-facing incident reports and other documentation

Problem Management:

  • Prevent the replication of Problems across multiple systems or Customers
  • Drive all problems towards root cause identification and a permanent fix and improve average resolution time
  • Produce Problem Management reports and management information on a monthly basis
  • Maintain an inventory of problems under analysis and their current progress and status

Essential Knowledge and Skills:

  • Strong general knowledge of enterprise-style IT Infrastructure environments
  • Telecommunications industry experience would be preferred
  • ITIL Foundations and ITIL Intermediate/Capability or Practitioner certified
  • Able to work effectively in a high-pressure environment
  • Maintain excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical customers at all levels in the organisations
  • Confidence to work both collaboratively and independently within a fast-paced environment
  • Strong stakeholder management (both internal and external) skills to ensure that positive relationships are kept at all times
  • Good Incident, Problem, and Change Management
  • Excel (required), ServiceNow (desired)

Please apply for immediate consideration (3124)

Alexander Ash Consulting is acting as an agency Apply now

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