Incident Manager

  • Competitive
  • Londres, Angleterre, Royaume-Uni
  • CDI, Plein-temps
  • Kingfisher Plc
  • 20 mai 19

Incident Manager

Overview

Kingfisher IT Services (KITS) provides IT solutions and services to the Kingfisher operating companies. Within KITS, the IT Service Management function is accountable for the delivery and support of all IT services provided by KITS.

This role sits in IT Service Management and is responsible for the administration and management of the Incident Management process and associated incident records, ensuring incident resolution is achieved as fast as possible. The scope of this role also includes administration and management of the Request Fulfilment process.

Responsibilities

Within this role you will operate and champion the Incident Management process whilst d eveloping and producing monthly Incident Management service metrics for the Kingfisher group. You will formulate action plans to address issues when targets are missed and w ork closely with internal, external and off-shore resolver groups to manage performance against key metrics.

You will ensure high levels of process awareness/adoption through training programmes and education sessions as well as executing service improvament programes geared towards elevating the quality and efficiency of the Incident Management process.

Working with the IT Service Management teams is a key part of this role, ensuring the service Management tools continue to meet the needs the incident management process, as well as the monitoring of the VIP process.

Qualifications

We're looking for somebody with proven experience within an Incident Management capacity, as well as having a broad technical understanding relating to the incident management services environments. You will have hands-on experience of IT Service Managament toolsets, report creation software and MS Office suite.

If you feel this is the right role for you, please apply now.

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