RESPONSIBILITIES

• End to end responsibility for the management, communication, escalation, investigation and resolution of incidents/service requests, ensuring customer updates are timely and of sufficient quality
• Act as the primary point of contact for the customer in relation to support activities and ensure that the contracted scope of services is delivered against defined SLA’s ensuring high levels of customers satisfaction 
• Monitor the progression of incidents, proactively intervening when appropriate to ensure that incidents/service requests are progressed through to closure in a timely manner
• Complete post major incident reviews, detailing root cause and hold customer meetings to review findings and discuss recommendations for improvement 
• Setup and distribute major incident communications during the major incident life cycle
• Review and recommend, as appropriate, changes to support processes to ensure continuous improvement of the Incident Management process
• Coordinate the implementation of workaround solutions to meet service restoration KPIs
• Ensure incidents records are managed and updated in the system(s)
• Provide interim and full incident reports in accordance with defined SLAs
• Notify, escalate and communicate to senior management the existence and status of major incidents as necessary
• Conduct regular customer service reviews on a monthly/quarterly basis
• Ensure changes, releases, patches or upgrades to customer production environments are managed effectively and in a timely manner through the change & release management process
• Ensures service transition & operational readiness activities are provisioned within the support organisation.
• Train, coach and mentor team members across the support functions
• Manages the support team on a daily basis, ensuring effective deployment of skills and resources to ensure all service levels are met or exceeded
• Oversee and organise shift operations for support teams 

EXPERIENCE

• 5+ years’ experience of incident, problem, or service management within an enterprise software organisation
• ITIL Foundation qualification/knowledge, or equivalent
• Proven experience implementing ITIL incident processes and tools
• Excellent written and verbal communication skills.
• Experience in ServiceNow and Jira tooling.
• Strong interpersonal skills and the ability to work with a broad range of stakeholders 

• Incident Management
• ITIL
• JIRA
• Service Delivery Management
• ServiceNow
• ITSM