A Leading provider of Telecommunications requires a Change Manager with a strong focus on Incident and Problem management
The role:
The Support Centre provides technical support services covering customers’ mission critical contact centre technology estates across the globe on a 24/7 basis. The support centre team in Glasgow of over 30 engineers is structured around the ITIL best practice framework with the four main support centre processes being Incident, Problem, Change and Service Level Management.
As a contact centre specialists the best of breed technologies provided by Avaya, Verint, and Nuance
Unified Communications
Workforce Optimisation
Self Service
Customer Interaction Management
CTI Applications
The Support Centre also provides a range of support services to customers in line with their service agreement and service levels.
The Major Incident, Problem & Change Manager will be responsible for:
Undertaking investigations to determine the root cause of Incidents within customer SLAs, proposing and implementing strategies to prevent future Incidents.
The assessment and review of changes submitted to supported customer estates; evaluating, reviewing, and approving changes with consideration to: risk, effort, costs, testing, priority, and category.
Accurately and thoroughly logging all activities undertaken in support call logging system to include actual time spent on all individual tasks throughout the lifecycle of Major Incidents, Problems and Changes
The sponsorship, design, and continual improvement of the Major Incident, Problem and Changes processes and their overall performance and integration
Managing business partners to ensure that services are delivered to standard, managing escalations through relevant channels when appropriate
Skills required:
Educated to degree level
Minimum of two years experience in a similar Problem, Major Incident or Change Management role
Excellent spoken and written English: able to explain issues and situations clearly and in detail at director level.
Problem management experience of conducting technical investigations to identify the root cause of problems
Major incident management experience of recovering service to major service impacting incidents across complex integrated systems.
Change management experience of reviewing changes to be implemented across complex integrated systems.
Customer Service experience and negotiation skills
Technical project management experience
ITIL Qualified
Good technical knowledge and understanding of the technologies deployed in today's contact centres.
Proven ability to drive situations to resolution
Logical thought process with excellent trouble shooting skills.
Must have an enthusiastic 'can do' approach with strong communication and interpersonal skills.
Change Manager- Incident and Problem Management CWJobs.co.uk - 11 months ago
