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22 days ago
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Incident Manager- COE (Service Ops & Assurance)


Three
Location: Maidenhead
Job type: Permanent
Category: Sales Manager Jobs
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Incident Manager- COE (Service Ops & Assurance)

Job description

Job Context

Purpose and Accountability

Accountable for the governance of the E2E incident management process; processing and coordination of appropriate and timely responses to incident reports, including channeling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress towards service restoration

Accountable for ensuring incident management processes will work effectively across partners to minimize service impact and therefore only require minimal resource at the service assurance level. This will be enhanced through automation and workflows to ensure resolver groups receive incidents without intervention

Accountable for 24x7x365 point of escalation for cross partner escalation in the service restoration of major incidents

The typical planning horizon for this role is weekly in that it provides operational capability to the business.

Roles & Responsibilities

Responsibilities

* Ensures that any impact to services for customers and employees is minimised through effective service restoration. Service restoration will be achieved through partners in the resource layer managing technologies underpinning services
* Responsible for routing major incidents between partners and coordinating that they are resolved in a timely manner with minimal disruption to the business
* Supports 24 x 7 x 365 incident management monitoring across the organisation
* Responsible for developing the procedures and frameworks for how incident management is handled by partners, and in between partners
* Ensures service impact is consistently understood and communicated to the right level of business stakeholders in a timely fashion through appropriate service monitoring and post incident reporting. Incident management will be seamless embedded to change, problem and CSI activities and process
* Ensures incident management processes work effectively across partners to minimize service impact and therefore only require minimal resource at the service assurance level. This will be enhanced through automation and workflows to ensure resolver groups receive incidents without intervention

Skills, Experience & Qualifications

Role Fundamentals – Essential criteria

* Certified ITIL Service Operation Intermediate
* Experience of incident management within a multi-party telecommunications environment including on a 24x7 basis

Level / Grade specific experience and knowledge

Candidates at this level should demonstrate:

* Experience of working with and influencing within teams
* An ability to demonstrate how they add value and contribute to team successes and outcomes
* Ability to make decisions, problem solve, work and collaborate within teams
* Flexibility and agility to move between role types within teams. Understands relationships within those teams and their key stakeholders
* A keen interest and drive in self development and learning, being open to feedback, challenges and opportunities
* Will have hands-on, day-to-day understanding and technical subject matter experience of their area
* Specialist knowledge required for the role including relevant standards, regulations, frameworks, technologies and process
* Will be able to demonstrate implementing and making recommendations for improvements that are in line with strategies
* Ability to contribute to operational plans within their area that puts the customer experience first
* Will have an understanding of Three’s products and services and how we differentiate in the market
* Will be able to understand and analyse the data and insights in their area to support management and leadership teams to make effective and informed decisions
* Ability to work in a fast paced changing environment enjoying the challenges and opportunities this brings
* Can demonstrate being able to effectively prioritise work based on time, cost, quality parameters
* Will have experience of working directly with partners on a regular basis

Domain specific knowledge & experience – Desirable criteria

For this role, candidates should also demonstrate:

* Experience of best practice framework such as COBIT/eTOM
* Escalation management and crisis management experience in a multi-party technology environment
Incident Manager- COE (Service Ops & Assurance)

Job description

Job Context

Purpose and Accountability

Accountable for the governance of the E2E incident management process; processing and coordination of appropriate and timely responses to incident reports, including channeling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress towards service restoration

Accountable for ensuring incident management processes will work effectively across partners to minimize service impact and therefore only require minimal resource at the service assurance level. This will be enhanced through automation and workflows to ensure resolver groups receive incidents without intervention

Accountable for 24x7x365 point of escalation for cross partner escalation in the service restoration of major incidents

The typical planning horizon for this role is weekly in that it provides operational capability to the business.

Roles & Responsibilities

Responsibilities

* Ensures that any impact to services for customers and employees is minimised through effective service restoration. Service restoration will be achieved through partners in the resource layer managing technologies underpinning services
* Responsible for routing major incidents between partners and coordinating that they are resolved in a timely manner with minimal disruption to the business
* Supports 24 x 7 x 365 incident management monitoring across the organisation
* Responsible for developing the procedures and frameworks for how incident management is handled by partners, and in between partners
* Ensures service impact is consistently understood and communicated to the right level of business stakeholders in a timely fashion through appropriate service monitoring and post incident reporting. Incident management will be seamless embedded to change, problem and CSI activities and process
* Ensures incident management processes work effectively across partners to minimize service impact and therefore only require minimal resource at the service assurance level. This will be enhanced through automation and workflows to ensure resolver groups receive incidents without intervention

Skills, Experience & Qualifications

Role Fundamentals – Essential criteria

* Certified ITIL Service Operation Intermediate
* Experience of incident management within a multi-party telecommunications environment including on a 24x7 basis

Level / Grade specific experience and knowledge

Candidates at this level should demonstrate:

* Experience of working with and influencing within teams
* An ability to demonstrate how they add value and contribute to team successes and outcomes
* Ability to make decisions, problem solve, work and collaborate within teams
* Flexibility and agility to move between role types within teams. Understands relationships within those teams and their key stakeholders
* A keen interest and drive in self development and learning, being open to feedback, challenges and opportunities
* Will have hands-on, day-to-day understanding and technical subject matter experience of their area
* Specialist knowledge required for the role including relevant standards, regulations, frameworks, technologies and process
* Will be able to demonstrate implementing and making recommendations for improvements that are in line with strategies
* Ability to contribute to operational plans within their area that puts the customer experience first
* Will have an understanding of Three’s products and services and how we differentiate in the market
* Will be able to understand and analyse the data and insights in their area to support management and leadership teams to make effective and informed decisions
* Ability to work in a fast paced changing environment enjoying the challenges and opportunities this brings
* Can demonstrate being able to effectively prioritise work based on time, cost, quality parameters
* Will have experience of working directly with partners on a regular basis

Domain specific knowledge & experience – Desirable criteria

For this role, candidates should also demonstrate:

* Experience of best practice framework such as COBIT/eTOM
* Escalation management and crisis management experience in a multi-party technology environment
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