Job Details  
Advertiser: MECS Communications


 
Job Title: Incident Manager
Location:High Wycombe
Rate:£ Per Day    Benefits: Market rates
Description: Incident Manager
High Wycombe
6 – 9 month contract - maternity cover
Market rates

Key words: IT, ICT, Telco, Telecom, Carrier, Service Provider, Internet, ISP, Network Operator, Incident Manager, Senior, Problem, Escalation, Support, Service Delivery, Management, Specialist, Coordinator, Analyst, NOC, Fault, 3rd Party Supplier, Relationship Management, Customer, Resolution, IP, MPLS, IPVPN, Cloud, Managed Services, Cisco, Juniper, Operations, ITIL

A fantastic opportunity has arisen for an experienced Incident Manager to join an international telecoms service provider to take ownership of major incidents for global enterprise customers with IP MPLS, VPN network solutions. The Incident & Problem Manager will own the incident, assess, review and take corrective action to ensure prompt resolution and service reactivation. You will manage and develop internal and external customer relationships to ensure the highest level of service is delivered at all times.

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 6 – 9 month contract basis.

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 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:

* Deliver restoration of services to the customer utilising internal technical teams & 3rd parties
* Manage technical problem resolution as efficiently and effectively as possible
* Coordinate with the suppliers in the region
* Ensure timely and effective communication to stakeholders during the incident
* Analyse incidents and take corrective actions to restore services in minimum time
* Coordinate post incident reviews, identify root causes and track actions through to completion
* Work towards improvement in performance with suppliers

The ideal candidate will have experience within Incident and Problem management, customer support or service delivery, ideally within the telecommunications industry but experience within the IT, Managed Services or similar sector also welcome.

It would be highly desirable for candidates to have an understanding of IP, MPLS, Cisco or Cloud / Hosting technologies however this is not essential.

Candidates must be working to ITIL v3 best practices with at least foundation / practitioner certifications within ITIL Incident Management; ITIL SO advantageous.

Environment: Telco, Telecom, Carrier, Service Provider, Internet, ISP, Network Operator, Incident Manager, Senior, Problem, Escalation, Support, Service Delivery, Management, Specialist, Coordinator, Analyst, NOC, Fault, 3rd Party Supplier, Relationship Management, Customer, Resolution, IP, MPLS, IPVPN, Cloud, Managed Services, Cisco, Juniper, Operations, ITIL

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
Skills Required: IT, ICT, Telco, Telecom, Carrier, Service Provider, Internet, ISP, Network Operator, Incident Manage
Job Type: Contract
Start Date: ASAP     Duration: 6-9 months
Contact: Danny Nicholson Contact E-mail: Click
Contact Tel: 020 7953 8634 Contact Fax: 0871 900 5803
Reference: Inc01 Added: 17-05-2017
  IMPORTANT: For jobs based in the UK it is unlawful to employ a person who does not have permission to live and work in the UK. Please ensure you have this permission before applying, unless the advert states otherwise.
 
 
 
 
 
 
 
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