Job Details

Incident Manager - Winchester

The Incident Manager role is a 24x7 shift based role, responsible for the overall day to day management of all our client's services, including management, escalation and communications of all high priority outages.
RESPONSIBILITIES, ACTIVITIES AND KEY DELIVERABLES:
  *          24 x 7 Incident Management across the TV, Optical, Access, Power, Data and Voice Networks to ITIL standards
o            Remedy ticket queue management
o            Management of all High Priority faults to resolution
o            Liaising with third parties responsible for service restoration
o            Proactive identification of related issues
o            Internal Escalation process across all platforms
o            Internal fault communication process
o            Interface to internal customers for High Priority faults
o          Fault classification  
*         Management and Administration of Fault management systems
o          Fault reporting for all Remedy raised tickets
o            Administration of the Major Incident Management process
o            Identifying the requirement for and contributing to Major Incident Reviews.
o          Quality assurance of closed Remedy tickets
o            Monitoring and escalation of SLA performance

 





JOB SPECIFIC QUALIFICATIONS AND EXPERIENCE:
*            Knowledge of Telecom Networks and services
*            Preferably ITIL incident management qualified
*          Good understanding of the Remedy fault management system
*          5+ years in an operational environment
*            Excellent communication and presentational skills

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