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Incident Managerment Specialist - NOC/Shift - Basingstoke

Location: Berkshire

Type: Permanent

Salary: £350 to £400

Reference: 39865_1501056291

Posted: July 26, 2017

My client, a leading provider of telecommunication solutions is looking for an experienced Incident Management Specialist to start as soon as possible

Incident Managerment Specialist - NOC/Shift - Basingstoke

My client, a leading provider of telecommunication solutions is looking for an experienced Incident Management Specialist to start as soon as possible.

Role Purpose:

  • General customer/stakeholder request handling and query management
  • Access requests both physical site and logical OSS/BSS elements access support
  • Event Management: monitoring of alarms, elements and OSS and initial triage
  • Incident Mgmt: resolving faults and issues first time where possible/applicable
  • Major Incident Mgmt: command & control and point of contact during critical service impacting events
  • Adherence and attainment of any relevant OLAs or SLAs which may underpin a KPI
  • Daily/Weekly service operations reporting tasks
  • Responsible for effective shift handovers
  • Technical (2nd line) Escalation and Jeopardy management activities
  • Contribute to the delivery of Service Operations mobilisation milestones
  • Support  mobilisation phases to support User Acceptance Testing, User Pilots, User Acceptance and Service Commencement as per plan
  • In conjunction with the wider Mobilisation team assist in the creation, test and approval of relevant Service Operations policies, process & work instructions
  • Support evolution and testing of applicable tools and systems in line with key milestones and service commencement dates
  • Ensure necessary service improvement requirements are analysed and effected to ensure services can be effectively supported and managed
  • Support of the ESN mobilisation acceptance criteria
  • Support the delivery of the end state ESN Operating Model
  • Support the delivery of User Organisation and supplier Transition to ESN end state.
  • Achieve all Service Operations contractual Performance requirements
  • Ensure compliance to all Government and Motorola service delivery methodologies
  • Deliver Service Operations in line with ITIL Framework

Experience Required:

  • Extensive experience in Service Operations and NOC environments - Mandatory
  • Verifiable experience in working within or between both Project and BAU states
  • Experience in driving cultural transformation and/or improvements across organisations - desirable
  • Able to build and sustain effective relationships the stakeholder, supplier and customer community.
  • Able to demonstrate the ability to drive improvements in Service Ops WLAs, OLAs and SLAs e.g. call response times, incident acknowledge, escalation, resolution, etc.
  • Good understanding of BMC Remedy Service Management Suite including BMC Atrium CMDB is essential
  • Experience in Business Support Systems & associated business processes - desirable.
  • Good understanding of BMC Service Management Process Model would be beneficial
  • Good understanding of IBM Netcool or equivalent MoM tool is advantageous

If you feel you have the relevant experience and are looking for a new, exciting opportunity please apply or call me on 0203 328 7700.

Thanks, Zak.

Ensure effective knowledge transfer and on-job training of end-state resources as per project plan and timeline

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