Head of Incident Management

MECS Communications
High Wycombe
£60000 - £70000 per annum + Excellent Benefits
06 Oct 2016
02 Nov 2016
Contract Type
Head of Incident Management £70,000 p/a corporate benefits Home Counties / Buckinghamshire A fantastic opportunity has arisen for an experienced Senior Incident & Problem Manager / Head of Incidents / Service Delivery to join an international technology provider to lead and develop a team of Incident Managers, supporting corporate and multinational enterprise customers. The role holder will drive operational strategy, service improvement and best practice. Working for this highly respected & global IT & Communications brand as part of the ITIL Service Delivery and Customer Operations team, the position is offered on a permanent basis with a basic salary of up to £70,000 depending on experience plus corporate benefits. The role holder will support and drive the progression of major incidents that occur within the core operations of the business (network, infrastructure, data centre, cloud, systems, etc) in line with customer expectations and SLA's. You will take overall ownership and responsibility for communication with customers and internal stakeholders and ensure that all major incidents are closed with detailed accurate information. You will drive incident management strategy, developing processes and enforcing best practices whilst reviewing operational procedures and policies, implementing change where required. You will lead the post analysis of major incidents and associated data, providing recommendations for continuous service improvement as well as providing reports such as RFO, Incident Report and Root Cause Analysis. Responsibilities include: Manage a team of incident managers in different geographical locations Ensure that all incidents are escalated through the different channels in a timely manner Reporting and updates for customer, senior and executive management levels Review open tickets; monitor and decrease incidents resolution times Provide weekly and monthly reporting on incidents and support the Service Managers Attend customer meetings The ideal candidate will have extensive experience within Incident and Problem management, customer support or service delivery, ideally within the telecommunications industry. We will however consider candidates from any technology service provider background including software, system integrator, SaaS, PaaS, IaaS, IT solutions, managed services, managed hosting, cloud etc. Candidates must have good people and line management experience, managing a team of incident / assurance / problem managers or service delivery, jeopardy, operations or similar analysts etc. Candidates must be working to ITIL v3 best practices with at least foundation / practitioner certifications within ITIL Incident Management; ITIL SO advantageous. Any knowledge or understanding of telecom networks and protocols: IP, VPNs, Voice and Video, Telepresence, access technologies or data centre / server / IT technologies ideal but not essential. Environment: Senior Incident Manager, Head of Service Delivery, Team Leader, TL, Jeopardy, Problem, Root Cause, Analysis, Management, Reporting, Operations, Customer, SOC, NOC, TAC, TMC, SMC, IT, ICT, Software, Development, Telco, Telecom, Telecoms, Carrier, Internet, ISP, Service Provider, Hosting, Systems Integrator, Managed, Cloud, Data Centre, SLA, KPI, Voice, Data, IP, Cisco, ITIL, MPLS, Security, WAN, LAN, IPVPN, CCNA, VoIP, IPT, Telephony. MECS Comms offer a broad range of Talent Acquisition & Career Development services for a variety of commercial, executive, managerial, professional, specialist & technical disciplines across the Telecommunications, Media & Technology industries. This vacancy is being advertised by MECS Communications Limited who operates as an Employment Agency & Employment Business. For more information or a list of current vacancies, please see our web site at mecscomms.co.uk This job was originally posted as www.totaljobs.com/job/66794693