Description
Manning Global is currently looking for an experienced Incident Management Analyst for one of our clients, a leading International Telecommunications Company for a Contract Position based in the UKJob Description:
Responsible for minimizing and mitigating business-impacting incidents through controlled fault identification and responsive/proactive service improvement plans
Key Responsibilities:
• Responsibility for managing all Priority 1 & 2 faults to resolution adhering to the incident management process ensuring that all incidents are progressing in accordance with agreed Service Levels
• Compilation and issue of major incident reports relating to Priority 1 & 2 faults
• Jeopardy Management and customer escalation point for real time operational issues
• Ensure business objectives are achieved through proactive and diligent management of incidents to successful conclusion and delivering an excellent customer experience
• Analyze, consolidate and aggregate data from various sources to form an end-to-end view of incident management
• Escalates major incidents to senior management as appropriate, inclusive of options & recommendations
• Proactive management of support groups, vendors and third parties to complete major incident processes in a timely manner, achieving / exceeding business required service quality standards
Qualifications:
• 3rd level qualification (ideally degree in Computer Science, IT, engineering or physics)
• Extensive experience within an operations environment working within an ITIL framework
• Knowledge of and practical understanding of service management disciplines and their interdependencies
• Excellent analytical, problem solving and project management skills
• Highly organized with impeccable attention to detail
• Rational and calm under pressure
If you are interested, available and have the appropriate skills and experiences for the above position, please forward your updated resume in a word document to Lauren at with the following reference FLMLC/IMA-13340 or call for further information.
Please note that we have several other projects globally, eg: Europe, North/South America, Australasia, Far East, Africa, others. Our newest projects are updated daily on www.manningglobal.com
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