Description
Purpose of Role
To provide transparency and drive ongoing improvements in the Incident Management function. To ensure that process and associated operational and business processes are developed and deployed. This is a key role for driving service performance across the whole of the Operations sector.
Main Responsibilities
- Champion and drive Incident Management across the business and ensure that optimum customer service is obtained
- To manage and support all service incidents either personally or via the Service Desk, through to successful completion and user satisfaction
- To regularly review performance and trends in response to incidents of all types and to provide recommendations to the Head of Service Management for service improvement
- Ensure regular customer focused communications are provided and appropriate (Alerts, Statements and Briefings
- Take responsibility for selected key projects/activities and provide senior management bandwidth within the organisation
- Motivate and develop a team of 9 staff within a NOC environment
- Perform other duties as required
Qualifications and Experience
Essential
- Minimum 3 years experience in an IT management position with 24/7 experience
- Good knowledge of MS-Windows OS, MS Office and Reporting tools
- Excellent English Language skills - understanding, speaking and language
- ITIL Certification. Foundation minimum
Desirable
- Experience with business process management
- Educated to Degree standard with at least a 2:2
- Experience of financial systems, ideally involving payment processing.
- A recognised qualification in IT.
- Experience/understanding of Postillion Transaction Processing Switch software.
- Thorough understanding of NOC Support disciplines, processes and techniques.
- MCSE or MCITP
- This role provides 24/7 out of hours support by telephone and remote PC connection, with site visits when necessary, on a rota basis.
- My client is an international business and on site support hours may incorporate extended business hours in order to accommodate local working times.
- Occasional visits will be required to the second site, 6 miles from the head office.
- This role will require the Manager to work the occasional night shift - not more than 2 per month
Please note your CV will not be submitted for this or any other role without your prior approval.
SQ Computer Personnel Limited acts as both an Employment Agency and Employment Business.