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07.01.2019
★★★★★ Incident Manager with English (24/7 shift rotation), Interoute Communications Ltd  Вижте визитка на компанията
Месторабота София; Постоянна работа; Пълно работно време
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Interoute is a subsidiary of GTT.

GTT is redefining global communications to serve a cloud-based future, connecting people across organizations, around the world and to every application in the cloud. Our clients benefit from an outstanding service experience built on our core values of simplicity, speed and agility. A Fortune Future 50 company, GTT owns and operates a global Tier 1 internet network and provides a comprehensive suite of cloud networking services to any location in the world.


Incident Manager with English (24/7 shift rotation)

Role Summary:

The Service Desk Incident Manager is responsible for leading the resolution of incidents affecting customer services across an international geography. The successful candidate will require an aptitude for working with a variety of Information and Communications Technology (ICT) portfolio of products and services, to undertake analysis, facilitate and co-ordinate the necessary activities for customer incidents/requests to be resolved/completed with minimal impact to SLAs, which may range from straightforward to more complex technical requirements, including post incident/request follow-up activities. The role requires a significant amount of autonomy, so the Incident Manager should be comfortable working with minimal direction, with the ability to thrive in a fast paced and ever-changing environment.


Main Responsibilities:

  • End to end ownership of incidents with potential or actual business impact.
  • Ensure that normal service operations are restored as quickly as possible whilst meeting the required service levels (SLAs).
  • Own and manage the progress of customer incidents/requests within Operations, clearly recognizing the customer issue and driving to resolution through establishment and engagement of a “virtual support team” drawn from required departments.
  • Ensure frequency of internal/external communications are maintained as needed in a timely manner, and is always clear, concise, meaningful, professional and efficient.
  • Review and trigger both technical and hierarchal escalations, escalating incidents/service requests that are at risk of failing or have failed agreed SLAs/OLAs, or that are out of scope, which may include 3rd Parties or internal roles (e.g. Service Manager, Account Manager).
  • Review and manage customer requests that involve internal GTT departments and external partners.
  • Identify problems and raise them to the Problem Management team.
  • Review and revise processes, policies and procedures on a regular basis to drive efficiency and effectiveness within Service Assurance.
  • Maintain an exceptional level of customer service and experience during any engagements with all departments (internal or external).
  • Understanding and familiarity with Customers’ services and solutions.
  • Provide feedback to appropriate Line Manager on how Incident Management, the Service Desk and supporting functions can improve.
  • Provide mentoring and guidance to Service Desk Engineers.
  • Compliance with Service Operations processes (Event Management, Incident Management, Request Fulfilment, Change Management, and Problem Management) and associated metrics (SLAs/OLAs/KPIs/other metrics).
  • Actively participate as required in meetings (customer, 3rd party, internal).
  • Train new starters.
  • Support and participate as required in any Assurance related programmes.
  • Support the Line Manager / Department Manager, undertaking ad hoc/delegated tasks of a similar level and responsibility as may be required.


Ideal Candidate Profile:

General

  • MS Office – Advanced (must).
  • Experience of ITSM tools (Siebel, Remedy, ServiceNow, Clarify, HEAT) (must).
  • Ability to understand and improve operational processes and procedures.
  • Ability to matrix manage across the different departments.


Experience

  • 24+ x months experience in Customer Service/Contact Centre/Help Desk/Service Desk role (must).
  • 12+ x months experience in a similar role (desirable).
  • 12+ x months in a process driven organization (desirable).
  • Experience working in a multi-cultural/international environment (must).
  • Experience in fault diagnosis/troubleshooting and fulfilling requests (must).


Knowledge:

  • General ICT industry understanding (must).
  • Awareness and understanding of process framework(s) – ITIL Foundation/ITIL Operations (must).


Shift patterns:

  • 2 x days, 2 x nights, 4 days off - 08:00-20:00 / 20:00-08:00


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