Change, Problem
vor 2 Wochen
Key Deliverables:
- Working with the IT Service Desk team, and other IT resolver groups, lead the incident management process ensuring timely identification, logging, categorisation, prioritisation and resolutions of incidents.
- Co-ordinate with technical teams and relevant stakeholders to restore normal service operations as quickly as possible.
- Monitor and report on incident trends, identifying reoccurring issues for review under Problem management processes.
- Chair all major incident management meetings, ensuring actions are agreed upon, recorded, and delegated to relevant resources.
- Provide timely communications to executive, business and IT resource stakeholder groups throughout the major incident lifecycle.
- Continuously assess the effectiveness of incident and problem management processes, making recommendations for improvements.
- Drives initiatives to enhance the overall service quality and reduce incident impact.
Key Skills Required:
- 2+ Years experience in dedicated Incident & Problem Management or similar positions.
- Extensive understanding of Incident Management and Problem Management processes aligned with the ITIL best practice framework.
- Ability to utilise the ServiceNow ITSM platform to record associated activities.
- Strong communication and relationship building skills are essential.
- Ability to think analytically and remain calm in high pressure situations is essential.
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