The Role
Responsible for managing all major incidents, driving incident resolutions, conducting root cause analysis, creating service introductions, providing reporting, and ensuring high-quality service delivery. Requires 10+ years of ITSM experience with expertise in ITIL processes.
Summary Generated by Built In
- Management of all Major Incidents in a 24X7 shift format is the primary responsibility.
- Manage any priority incidents, including communication to the business, facilitating root cause analysis and resolution.
- Driving the aging Incidents/Problems with support groups to closure
- Collation and production of MIRs to the business within a given timescale.
- This role also incorporates Problem Management from Major Incidents, RCA reports and proactive analysis of trends in incidents eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented.
- Responsible for creating Service Introduction and Service Model for newly introduced services.
- Provide meaningful reporting to track service delivery and identify areas for improvement
- Ensure cohesive high quality service delivery by working closely with other IT teams across the enterprise
- Candidates should have passed qualifying degree examinations and awarded bachelor’s degree. Preferable in engineering/technology
- 10+ years of progressive experience in field of ITSM(majorly into Incident and Problem Management areas)
- Expert knowledge on all aspects of ITIL including Incident, Problem, Change, Knowledge and Service Management processes as defined by ITIL
- Experience of working with multiple technical teams and functions with an exceptional attention to detail
- Prepare and Update the knowledge base as applicable
- Excellent verbal and written communication skills in English.
- Track record of developing and providing SLAs & KPI’s.
- Flexibility and willingness to support a 24x7 global operation through off-hours support, on-call availability, or other as per needs of the business.
- ITIL4 Foundation/ITIL V3 Intermediate Certified
We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Please note any offer of employment is subject to satisfactory pre-employment screening checks.
The Company
What We Do
Our people and platforms engage customers with investments, connect businesses with markets, and enable organisations to grow.
Our vision is to be a leading global share registrar and transfer agent, offering complementary services in pensions and remediation, to help our customers succeed.
