Incident Manager

Job Title – Incident Manager

Job Location – Reading, Berkshire

Job Role:

Incident Managers will be responsible for managing the customer network incidents on a customer information system and Mobile Radio & Core Networks within SLA.

Responsibilities will include;

  • Acting as an escalation point for the Service Desk and customers
  • Documenting reports for post incident and quality metric analysis. This will include descriptions of incidents, its customer, financial impact, the root cause, outage times, the resolution and any follow up action
  • Working to an ITIL methodology
  • Ensuring incidents are resolved as quickly as possible, minimising service disruption and ensuring appropriate escalation paths are followed
  • Working with other areas of Service Management (Problem and Change)

Experience Required;

  • This would suit an experienced Incident/Problem/Jeopardy Manager who has moved into the role from Service Management / Service Delivery within a Mobile Telecoms environment
  • Knowledge of ITIL methodology (certifications would be beneficial)
  • Experience of defining and delivering process, procedure and supporting work development
  • Monitoring and Event Management, Incident / Problem process and procedure
  • Excellent customer facing skills
  • Excellent Team Management skills
  • Event/Helpdesk/Trouble Ticketing/Network Monitoring tools beneficial
  • Telecommunications background desirable
  • Flexible on working hours on a Rota basis with the other Incident Managers

Supporting Information

Day shift – 07:00 to 19:00
(working on a rota covering Monday to Sunday) typically 14-16 appearances per month.)