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Incident Manager job in Solihull

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Job Ref:  204580612
Employer:  cv-library.co.uk
Job Type:  Permanent
Country:  United Kingdom
City:  Solihull
Post Code:  B91
Salary:  £25000 - £30000/annum
23/10/2016 08:50
Convergence Group has an exciting opportunity for a Incident Manager to join the team based in Solihull. You will be on a full time permanent contract, with a highly competitive salary of £25,000 - £30,000.

Job Role as our Incident Manager

Coordinate and drive resolution of Network Incidents / Requests within Convergence Group based on ITIL Incident Management framework. Focuses on restoring normal service operation as quickly as possible minimising the disruption to businesses and ensuring SLA adherence. Prepares Incident reports and drive improvement actions across the SD / NOC in order to achieve the best possible levels of service quality and availability whilst developing best practice in terms of Incident & Problem Management

Accountabilities as our Incident Manager:

- Manages the Service Desk staff and acts as deputy in the absence of the NOC Manager

- Responsible for the complete process adherence and handling of incidents according to SLAs

- Acts as an escalation point to expedite customer incident resolution

- Resolve Incidents within the specified Service Level Agreements/Operational Level Agreements

- Responsible for handling Major incidents and escalating to NOC Manager (Acting: Major Incident Manager)

- Responsible for driving the efficiency and effectiveness of the incident management process within the NOC / Service Desk

- Produces management information, including KPIs and customer Incident reports

- Monitors the effectiveness of incident management and making recommendations for improvement

- Develops and maintains the incident process and associated procedures including reviewing and auditing the process

- Ensuring that all Service Desk/ NOC staff follow the incident management process for every incident

- Ensuring that all received incidents are recorded, classified based on impact and ensure correct root cause classification is applied on service restoration

- Assign unresolved Incidents from 1st line to 2nd line teams in a timely manner to ensure SLA adherent

- Keep customers informed about their Incidents' status at agreed intervals and act as Single Point of Contact for all customer escalations

- Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)

- Escalate Incidents at risk of breaching Service Level Agreement to the NOC Manager

- Create and submit knowledge article to increase 1st time fix rates

- Escalate unresolved incidents to external support, e.g. suppliers

- Owns all Incidents and Service Requests throughout the lifecycle

- Be a subject matter expert in terms of Incident Management within the NOC / Service Desk

Our ideal Incident Manager

- Incident Management experience

- Service Desk or NOC background would be beneficial

- Technical knowledge in Networking would be advantageous

- Experience in managing staff and effective work stream management

- Working knowledge of Incident/Problem Management frameworks such as ITIL v3

- Proven communication skills with multiple levels of an organisation, including interaction with customers and suppliers

- Excellent ability to manage multiple high priority efforts/ competing priorities and flexibility to adjust to changing requirements, schedules and priorities

- Good working knowledge of ITIL Incident / Problem Management

- High level of IT literacy - MS Office (Word, Excel, PowerPoint)

- Eagerness to work within 24/7 would be a great advantage

- Previous experience in a Telecoms company would be advantageous


- Telecommunication, Networking & IT Infrastructure understanding

- Good working knowledge of ITIL Incident / Problem Management

- ITIL V3 certification would be beneficial

- Any Cisco / Huawei/ HP-Aruba certifications or knowledge is desirable

If you feel you are the right candidate for the role as our Incident Manager then please click 'apply' now! We'd love to hear from you
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