Direct message the job poster from Infoplus Technologies UK Limited
Talent Acquisition Specialist - IT Recruiter - #WeAreHiring for UK & European Regions
Location: Berkshire, UK – Weekly 3 days in office
Duration: Contract – INSIDE IR35
Salary: as per Market Standard
Job Description:
* Accountable for the successful and timely restoration of all Major Incidents that are assigned to them, whilst keeping the business and customers updated.
* Assemble, work with, and manage cross-organizational teams.
* Support accurate and consistent maintenance of technical and management escalation processes.
* Support and effective communication during customer outages.
* Event analysis, applying the ITIL framework for severity and impact.
* Facilitate the resolution effort and determine when it is necessary to engage additional resources if the resolution effort is stalled during the call with stakeholders.
* Engagement of escalation management resources.
* Manage customer and internal communications at an executive level.
* Conduct post-event analysis, leveraging the ITIL problem management process and relationships with engineering to assure that issues to prevent further occurrences.
* Incident Resolution handoffs along with detailed notes and a summary of the business impact and duration to the Problem Management team.
* Manage and report ongoing CritSit metrics.
Key skills/knowledge/experience:
* Minimum of 6+ years' experience in critical/crisis management for technical customer escalations
* Good understanding of ServiceNow ITSM platform and ITIL processes
* Excellent communication skills (both verbal and written)
* The ability to communicate confidently and clearly on conference calls, in meetings and via email, at all levels of the organization is essential
* Strong organizational skills with the ability to manage multiple tasks simultaneously
* Customer focus and ownership, use of own initiative and a proactive approach to work
* Crafts business appropriate communications for the affected operating groups and manages communication on a major incident conference call
* Extensive experience supporting and managing technical environments; demonstrated leadership skills under fast-paced, highly dynamic situations
* Must be technically literate and be able to articulate technical issues in a meaningful way to both engineers and executive level management
* Crisis management skills: able to set priorities, pursue multiple threads at the same time, accurately reflect current state and drive towards desired state
* Ability to maintain calm during stressful situations
* A team player who is influential and builds good working relationships across all functions.
* Excellent project management skills, including demonstrated ability to manage projects across teams where influencing skills are required
Seniority level
Mid-Senior level
Employment type
Contract
Job function
Information Technology
Industries
IT Services and IT Consulting
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