Description
Major Incident, Problem, Operational Support Co-ordinator, ITIL
Our client, a leading IT services provider is looking for a Major Incident Coordinator.
Due to the nature of the role and the time scale issued by our Client, candidates must be willing to go through the clearance process for this position.
Role Description:
Operation Support Management (OSM) Major Incident Management and all related day to day functions on behalf of HP.
Holding to account Managed Service Providers for service restoration action plans
Facilitating Management escalation calls across Managed Service providers, engaging at Ops Director level when required.
Communicating updates to senior client stakeholders and OSM/SIAM Management
Accountability for ensuring service delivery and service management teams understand the interfaces within OSM Incident Management.
Identifying areas of improvements and efficiencies.
Liaison with other accounts to pick up best practices
Ensuring that all documentation and processes are of ISO 9001 and ISO 20000 standard.
Comprehensive knowledge of ITIL processes, ideally ITIL certified;
Essential Skills:
Operational Major/Critical Incident Management experience.
Ability to cope under pressure in a highly visible environment
Ability to work under their own initiative without constant guidance
Working Knowledge of ITIL
Familiarity with secure system development and MOD and Government security standards.
Creating the necessary documentation.
Storing the outputs in the DII Knowledge Management system.
Investigating Incidents using the 5Y's to identify Root Cause.
Construction of workarounds to minimize any disruption to DII customer
Adhering to the appropriate DII standards and procedures.
Ability to work in close co-operation with customer and MSP staff.