Montash – Manchester – £ 60,000+

The focus:

  • The role requires the effective coordination, technical oversight and associated incident/escalation management on a 24/7 basis to support Incident Resolution and Problem Identification.
  • This role will facilitate effective communication between all suppliers at all times during an incident while concurrently maintaining transparency with the affected customer(s)
  • Take full ownership of high-impact & complex technical Incidents in order to prevent out-of-process escalations
  • Collaborate with the Incident and Problem Management Organizations through agreed processes
  • Incident management covering technical troubleshooting, resource co-ordination and dispute resolution as required on an incident by incident basis
  • Drive all required Critical Success Factors and Key Performance Indicators and provide in Root Cause Analysis, CLCA analysis and feedback as needed
  • Candidates for this role must be prepared to work flexibly to answer the needs of the business

Ideal background/experience:

  • 7-10 years experience across a wide range of technical areas
  • ITIL Foundation v.3 certificate
  • Technical background in VMWare, Windows, Unix, Storage, Backups, AV and Data Centres
  • Experience within a customer-focused role and willingness to provide planning, coordination, ownership and accountability for each escalation handled with tact and diplomacy at all times
  • Experience working in a large technical support organisation
  • Strong stakeholder management/

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