Key Accountabilities :
- Chair bridge calls for Major, P1 and P2 Incidents and ensure service restoration within agreed targets
- As part of a UK-based 24x7 standby model, manage the resolution of Major, P1 and P2 Incidents by coordinating activities of all internal & external Service Providers in line with process requirements and commercial commitments
- Reduce the number of service disrupting Incidents using effective Root Cause Analysis leading to the implementation of agreed workarounds and/or preventative permanent solutions
- Drive Service Provider (internal and external) compliance with Incident and Problem ticket quality, update, and management requirements
- Ensure production of quality process artefacts (Major Incident Reviews, Root Cause Analysis, etc)
- Accountable for peer-to-peer contact for partner/supplier MIM engagement.
Essential Functional / Technical Skills :
- Experienced in chairing Major Incident / RCA calls, coordinating workstreams with global teams/vendors.
- Excellent knowledge/experience of IT Incident and Problem Management.
- Expert in the use of Service Management processes and best practice such as ITIL; qualified to ITIL Foundation level (minimum).
- Supplier management experience gained in an outsource or SIAM partnership.
- Experienced in the use of ServiceNow.