Description
This role is required to manage the ITIL based Incident and Problem management team, which consists of two onsite, direct reports. It is also responsible for providing clear guidance and direction to a central Incident Management team, outsourced inBangalore.The successful candidate will be responsible for the oversight and management of all London-based and Global Major Incidents (Priority 1 and 2) to ensure their swiftest resolution. This will involve co-ordinating separate technical teams, structuring investigations and working with the respective Client Services channels to ensure accurate and timely information is disseminated to our end-users.
Furthermore, this team will be responsible for Problem Management. The Problem Management element is designed to manage underlying technical issues through to resolution and expected to deliver a reduction in call volumes through the implementation of proactive analysis.
The final core component to this role is the management of key user escalations. These can originate from a number of channels, both within and outside of IT. The team is expected to provide a high level of ownership and customer service in relation to these specific issues. They are expected to own and drive these Incidents through to resolution.
This role will be required to provide out-of-hours, on-call Major Incident Management.
Key Responsibilities
- Managing the day to day activities of the onshore Incident & Problem Management team and ensuring the offshore team have sufficient guidance to work effectively
- To build a cross-skilled and cohesive team leading the central Incident & Problem Management function
- Develop team members through a combination of support, management and training
- Be responsible for all Major Incidents assigned to the team (largely London & Global systems). It is expected that the successful candidate will be able to manage Incidents, as well as manage others performing that role.
- Ensure major issues are communicated effectively to all involved
- Ensure that proactive and reactive Problem Management activities are undertaken and managed - either by onshore or offshore resource
- Ensure that Problem Management results in a reduction in call volumes to the ITSCs
- The Incident Management team is expected to support the IT Client Services, and key business area functions, with the resolution of key individual issues.
- Establish and maintain good working relationships with other departments, agency teams and 3rd party suppliers
To find out more about Orgtel please visit www.orgtel.com