Incident Manager

This is a fixed term contract role for 9 months to cover maternity.

As part of the Incident Management team you will be responsible for promoting the Incident Management policy and procedure within the business

Key Areas of responsibilities
* Design, develop and promote the Incident Management policy and process
* Design, prepare and conduct training courses relating to the Incident Management Process
* Design, prepare and conduct training courses on the Service Management Toolset for Incident and Service Request Handling
* Manage the effective functioning of the process against all resolver groups
* Ensure communications are sent out to all stakeholders for Major Incidents and P1's within contractual SLA's
* Produce Major Incident Reports for Major Incidents and P1's as required
* Chair technical bridge conference calls
* Produce monthly Incident Management KPI's for key customers
* Provide continuous service improvements recommendations to the business as appropriate
* Provide input into monthly customer service reports as required
* Manage user escalations as required for incidents and service requests
* Attend service review meetings as required

Essential Experience/Skills:Qualifications, work experience
* Excellent interpersonal skills with the ability to communicate clearly and effectively to both IT and other members of staff
* High level of attention to detail; ability to link information and events and make decisions based on full or limited evidence
* Commitment to quality standards and continuous improvement
* Proven customer support experience in a large scale managed service environment
* An understandings of Service Level Agreements and their application
* Knowledge and use of Service Management Toolsets

Knowledge
* Previous experience of working on a service desk as a senior analyst or as an incident analyst
* Understanding of ITIL v3 Service Operations processes and dependencies, including service desk, incident, change, configuration and problem management

Desired Experience/Skills:Qualifications, work experience
* ITIL v2/V3 foundation

Personal Attributes:

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Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.