Incident Manager

Location Dublin
Contact name: Michael Brennan

Contact email: mbrennan@softwareplacements.ie
Job ref: 1139
Published: about 2 months ago

Client

Our client is a Global IT Services company

Role and Responsibilities:

• Follows established processes / systems and recommends improvements to these as appropriate to resolve routine customer enquiries.
• Documents actions taken to resolve enquiries.
• Takes ownership for documenting, and monitoring adherence to all account related processes.
• Ensures the processes in place are aligned with the contractual requirements. Acts as point of escalation and owns
management of the processes leading to successful resolution of the escalated issue.
• Responsible for the implementation of any new processes resulting from account changes as well as ensuring full team engagement in the new developments.
• Escalates issues as necessary to deliver required service level and meet or exceed customer expectations / SLA.
• Monitors performance through statistical reporting and analysis.
• Analyses and identifies areas of improvement to the service to ensure customer satisfaction
• Prevents negative trends by properly raising and reacting to performance and progress gaps.
• Owns and accepts personal responsibility for customer problems and champions customer issues to resolution.
• Builds and enhances strong customer relationships and acts as an escalation point for the customer.
• Takes responsibility for learning about all current customer needs

Requirements

• Control the resolution of incidents to agreed service levels
• Act as point of escalation in dispute or uncertainty over appropriate resolver group for an incident
• Act as point of escalation when closure of an incident is disputed by the user
• Ensure the Incident / Change / Problem / Knowledge Management process, procedures and work instructions are adhered to by all relevant parties

• Monitor and report on the effectiveness of the Incident / Change / Problem / Knowledge Management procedures

The Rewards:

As a reward for your commitment to this role you will receive an excellent salary and a competitive benefits package.

 

Contact:

Please contact Michael Brennan at Software Placements on +353 (0)1 525 4641 or email your C.V in Word/pdf format to mbrennan@softwareplacements.ie.