Incident Manager - Shift

TNT Global IT
14 Oct 2016
28 Oct 2016
Contract Type
An exciting opportunity has arisen within Service Operations for an Incident Manager. Main Roles and Responsibilities Acts as primary Incident Management contact point between Organisation and Service Provider teams. Collects, reviews and reports on supplier service performance data. Resolves problems, or escalates them appropriately Monitor and Analyse active incidents within Service-Now to identify potential major service impacts; Monitor and Analyse documentation and process to understand planned service impacting outages which may generate related incidents; Analyse incidents and provide accurate assessment of the severity, impact, and priority. Creation of Master Incidents, ensuring initial detail covers the scale, impact, and priority of the service impact; Drives technical Service Provider teams towards resolution of incidents, including escalation within TNT IT and the Service Provider Organisations Liasion with Customers and Business units to clarify and ensure accurate assessment of Impact and Prioritisation of Potential Major and High Severity Incidents. Ensures that all incidents and major incidents are managed according to agreed procedures. Ensure ownership of high impact incidents, coordinating the progression of investigations; Provide communication to agreed parties, via SMS, Broadcast or other, of the current status of outages in line with ICS Service Centre agreed level. For all incidents that cannot be resolved, provides an effective interface, escalation and arbitration point for Customers, Business users Service IT and Service Providers. · Proposes, discusses and evaluates potential solutions with Service Providers, Customers and Business Users and implements agreed modifications or workarounds as required. · Ensures that post incident resolution is completed, including closure and handover tasks in accordance with agreed procedures. Monitor incidents status, ensuring that SLA targets are not breached, taking steps necessary with Service Providers in order to achieve this. Ensures that documentation of supported components is available and accessible to all who need to use it. Uses judgement to set priority for resolution, monitor progress and apply escalation procedures for incidents not progressing satisfactorily. Responsible for the detailed verbal and written incident management handover from shift to shift, to the agreed standards for content and quality; Maintain the Daily Service Report, ensuring all updates are thorough, accurate and complete; Analyses incidents to show trends and potential problem areas, so that actions can be taken to minimise the occurrence of incidents and to improve the process of incident reporting, analysis and resolution. Prevent avoidable incidents, taking proactive actions to reduce or remove cause and impact. Interaction with other Service Management processes and owners (E.G Change, Problem, Knowledge etc). Progressing Business Unit / User complaints regarding Incident handling. Maintain Incident Management documentation in line with agreed procedures (including the use of aide memoirs, RCA documents and other); Create and distribute Incident Management Reporting, including trending, to support ICS Service Management KPI’s and metrics; Main Skills and Experiences Required · Acquiring a proper understanding of an incident or situation by breaking it down systematically into its component parts and identifying the relationships between these parts, selecting the appropriate method/tool to resolve the incident and reflecting on the result, such that learning is identified and absorbed. · Identifying gaps in the available information required to understand a incident or situation and devising means of remedying such gaps. · Taking account of new information or changed circumstances and modifying understanding of a incident or situation accordingly. · Understanding the needs of the internal or external customer and keeping them in mind when taking actions or making decisions. · Being proactive, taking action and anticipating opportunities. · Applying quality standards to all tasks undertaken and ensuring that nothing is overlooked. · Establishing relationships and maintaining contacts with people from a variety of backgrounds. Effective and sensitive communicator in different societies and cultures. · Has good oral communication skills and takes an analytical approach to problem solving. Is familiar with the concepts and practices required to implement effective IT solutions, particularly those employed in own organisation. · Communicating effectively in writing and via emails. · Familiar with the application of automated systems to the support of specific business functions or processes. Familiar with the collection, analysis and application of historical and synthetic measurements in the estimation of IT activities. Familiar with the planning and management of the interaction between two or more networking systems, computers or other "intelligent" devices. Examples: topological design, load balancing. · Familiar with system software which controls activities such as input, output, dynamic resource allocation, and error reporting, within the operation of a computer configuration. Examples: Windows NT, MVS, UNIX. · Familiar with specific standards associated with the IT practitioner's current role. Examples: health and safety standards, departmental programming and accessibility standards, organisational network performance standards, service desk procedures, corporate quality and change management processes and, ITIL, Familiar with knowledge of the IT infrastructure (hardware, databases, operating systems, local area networks etc) and the IT applications and service processes used within own organisation. · Familiar with the products and/or services supplied to own organisation by external suppliers. Examples: Maintenance of IT infrastructure, maintenance of IT applications, internet connectivity services, system development, software product. · Familiar with techniques for ensuring that full account is taken of customers’ real and stated needs in the delivery of IT services. · Aware of the complete sequence of activities within a process, from receipt of an order or request to delivery of a product or service. · Familiar with the activities, structure, and position in the organisation of the functions or departments for which services are provided. Familiar with the purpose and composition of a service level agreement (SLA); the relationship between an SLA and a contract for the supply of services. · Aware of methods and techniques for managing contracts to ensure that suppliers adhere to agreed contract requirements. About TNT TNT Express, a FedEx company, is one of the world’s largest express delivery companies. On a daily basis, TNT Express delivers close to one million consignments ranging from documents and parcels to palletised freight. The company offers road and air delivery services in Europe, the Middle East and Africa, Asia-Pacific and the Americas. TNT Express made €6.9 billion in revenue in 2015. Our people make TNT a great company, whether they are delivering goods, working in a sorting centre, or flying one of our aircraft. We are a global team of empowered people united by a desire to deliver an exceptional customer experience. We have an extremely diverse customer base, and, in order to achieve the highest levels of customer satisfaction, we encourage rich diversity within our workforce. Working at TNT means being a part of a service-oriented, global operation. It is a unique environment that thrives on process excellence and a 'can do' mentality. We are passionate about everything we do, and we care equally about our people, our customers and the world. This job was originally posted as

More jobs like this