IT Service and Incident Manager
Global Payments Inc.
Date: 10 hours ago
City: Leicester, England
Contract type: Full time
Summary
Description Summary of This Role
Manages central points for incident and problem management, which are responsible for the coordination of technical resources responding to issues with actual or potential impact to client, application, or system services. Establishes and manages processes to coordinate the restoration of normal application function/service operation as quickly as possible and provides support for ongoing incidents and the long-term remediation of incident root cause. Oversees the creation, administration, and evaluation of detailed records of all incidents, capturing root cause, and ensuring problem resolution to minimize the adverse impact on business operations and identification of causes of product or service issues and commission corrective work to prevent recurrences. Directs and manages team responsible for escalation and resolution calls with members from various teams.
What Part Will You Play?
Minimum Qualifications
None Identified
Description Summary of This Role
Manages central points for incident and problem management, which are responsible for the coordination of technical resources responding to issues with actual or potential impact to client, application, or system services. Establishes and manages processes to coordinate the restoration of normal application function/service operation as quickly as possible and provides support for ongoing incidents and the long-term remediation of incident root cause. Oversees the creation, administration, and evaluation of detailed records of all incidents, capturing root cause, and ensuring problem resolution to minimize the adverse impact on business operations and identification of causes of product or service issues and commission corrective work to prevent recurrences. Directs and manages team responsible for escalation and resolution calls with members from various teams.
What Part Will You Play?
- Manage real-time processes to coordinate the restoration of normal application function/service operation and provide support for ongoing incidents and the long-term remediation of incident root cause.
- Oversee the creation, administration, and evaluation of detailed records of all incidents, capturing root cause, and ensuring problem resolution to minimize the adverse impact on business operations and identification of causes of product or service issues and commission corrective work to prevent recurrences.
- Provide assistance and technical expertise during the implementation of changes. Assist technical teams through validation and monitoring. Guide the incident process. Communicate and collaborate with stakeholders during and after change. Ensure changes are approved and the proper resources are assigned to implement.
- Maintain system health and service availability. Coordinate efforts to restore services. Escalate issue impacting mission critical processes. Provide system or project reporting to leadership and impacted stakeholders to include: impact assessment, issue resolution methods.
- Oversees work related initiatives put in place by management to improve accuracy of information available in databases used to coordinate the restoration of normal application function/service operation.
- Identify and / or implement new and more efficient ways of working. Proactively contribute ideas, knowledge and support towards improving service delivery and proactively addressing potential incidents.
- Not an exhaustive list; other duties as assigned.
Minimum Qualifications
- Bachelor's Degree
- Relevant Experience or Degree in: related field of study from an accredited university is required; however, relevant experience in lieu of a degree may be considered.
- Typically a minimum of 6 years
- related professional experience and prefer a minimum of 1-2 years experience in a supervisory position.
- None Identified
None Identified
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