Incident Manager

Incident Manager
Thames Valley Park, Reading
Contract is until June 2019

Brook Street is currently working on behalf of our Global IT Client to recruit an Incident Manager. This is a contract role based in Reading until June 30th 2019.

As a Brook Street contractor you will be entitled to 25 days holiday per annum, 8 days paid Bank Holidays pro rota, discounted gym membership, use of the onsite health facility, access to online learning and training, free parking and an excellent subsidised restaurant.

Salary: £24,689 per annum, based on experience, plus benefits

Job Description
The Incident Manager role in our company's Service Centre is account aligned, meaning you will oversee reactive support for your specific customer portfolio and form partnerships with the field Service Delivery Managers to tackle reactive challenges and make proactive suggestions where required.

The team operates within normal business hours for the UK to oversee Important and Urgent severity incidents, making sure we work with the technical customer support teams to deliver a smooth experience for our customers. You will initially be engaging with the customers in your portfolios remotely, but continued performance and improvement in the reactive space could land you a chance to go on-site and meet the people you're working with. You will be flexible in the way you work, having time to learn and grow in a friendly, up-beat atmosphere.

In Services Business Operations, we provide a common operating model that simplifies and improves customer and employee experiences. Service Centre reduces randomisation and administrative tasks performed by field teams today, by standardising and centralising delivery of workloads, with the ultimate goal of making the lives of our customer-facing employees easier so that they can focus on what matters most, our customers.

Responsibilities
" Overseeing the reactive landscape end to end to ensure smooth progression and inform key stakeholders as required.
" Managing escalations in partnership with the Service Delivery Manager.
" Creating and reviewing Incident Management reports to deliver business insights.
" Identifying opportunities to reduce frequency/duration of incidents.
" Advocating and being customer centric when engaging internally and externally to drive progression of incidents.
" Utilising appropriate escalation routes and tools to ensure the service is delivered in a timely, relevant and accurate standard.
" Participating in team meetings, discussions and other activities as required to share information, promote teamwork and collaboration through a positive attitude to support the EMEA Services Team.

Candidate Requirements
" Basic understanding of ITIL/Service Management processes
" Technical Account Management experience
" Experience and commitment to enterprise level customer service and satisfaction

Qualifications
Required experience:
" Bachelor Degree or equivalent experience required
" Passion for IT/Technology and helping others
" Willing and able to pass UK Security Vetting processes
Preferred experience:
" ITIL Foundation Certification
" Comprehensive understanding of Microsoft technologies
" Proven analytic problem-solving skills and a logical approach to help restore normal service operation as quickly as possible and minimise the impact.
" Able to communicate clearly and efficiently via electronically and face-to-face with enterprise customers and internal stakeholders to articulate complex problems.
" Able to develop and maintain good working relationships across local and virtual teams.
" Understanding of technical incidents and ability to communicate to both technical and non-technical audience.

Deadline for CV submission: Thursday 15th November @ 9