Incident Resolution Specialist
1 week ago
About this Role
We are seeking a seasoned ITSM expert to manage the lifecycle of all incidents across customer and business operations. This is an opportunity to lead initiatives for effective and efficient incident resolution and request fulfillment.
Key Responsibilities
- Create and maintain Incident Management and Request Management systems, tools, culture, and processes
- Collaborate with stakeholders to improve the Incident Management system
- Analyse data to meet KPIs and identify trends or problems
- Interface with customer service teams for Major Incidents
- Lead root cause identification across multiple teams and technologies
- Document Post-Incident Reviews for customers and stakeholders
- Prioritise and drive action resolution to prevent recurrence
- Train staff in Incident Management processes and procedures
- Report on practice implementation and commercial outcomes
Requirements
- 5+ Years ITSM experience, including Incident Management in enterprise environments
- Strong technical acumen and ability to engage in technical detail
- Proficiency in recognising systemic issues
- Ability to work autonomously and take direction as required
- Skilled at using influence to make impactful change
- Ability to develop strong relationships with stakeholders
Your Benefits
This role offers a unique chance to make a real impact in our Productivity and Delivery team.
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