Description
My client a well known management service company are seeking a Mid Level Service Restoration Manager/Incident Manager to be a key member of the SRM team within Service Support, providing leadership and direction to groups involved with restoring major incidents.
The SRM leads activities related to restoring service following the occurrence of a major incident and takes a leading role in ensuring that high impact, complex problems affecting the clients that are driven to restoration in the most efficient and effective manner
Responsibilities;Major Incident Management
Manage service restoration for major incidents affecting our clients' environment; this activity includes:
- ownership of the technical service restoration plan
- coordination of technical restoration actions
- escalation
- communication via various means including SMS and reporting
- Plan, coordinate, and control the restoration of complex and high impact system problems that occur within the production environment of clients' systems
- Act as the central communication point for major incidents - all Severity 1 issues, and Severity 2 issues as required
- Develop strong working relationships with support teams and management, and liaise with areas as required
- Train and mentor other team members including Service Restoration Managers and Problem Managers in process and techniques used to manage major incidents
Required Skills:
- Demonstrated management/leadership activity, including leading others with confidence and effectiveness
- Must be assertive and show initiative in all activities
- Must be analytical and decisive
- Must be self motivated
- Must have extremely strong written and verbal communication skills
- Strong background in the IT industry
- Operations experience preferable
- Desktop skills
- Network concepts
- IT Service Management concepts, including company process frameworks (ESMA, EOP) and ITIL
- Strong leadership, interpersonal and team skills
This is an exciting opportunity for a Mid-Level Incident Manager who is looking to further expand their career in a leading managed service company. If this is you please call Kate Harris-Slade for a confidential discussion or apply now by following the link.