2 Incident Manager Jobs in Cheshire

Role: Incident Management/Service Management Location: Crewe, UK Role Overview: The Incident Management Service role is pivotal in ensuring timely resolution of customer IT issues within agreed Service Level Agreement (SLA) targets. The incumbent will play a critical role in incident escalation, communication, and coordination with … internal and external stakeholders. This position requires expertise in Incident Management processes, strong leadership skills, and a proactive approach to problem-solving. Technical Skills: Facilitate incident management processes to ensure timely resolution of customer IT issues. Develop and document incident processes and protocols. Utilize the 8D methodology … to investigate and resolve incidents, producing regular incident summary reports. Ensure availability of services and underlying infrastructure in alignment with business needs and contractual obligations. Develop a knowledge base for internal and external support teams to increase the First Time Fix (FTF) rate of customer issues. Implement process improvements more »

Role: Incident Management Service Location: Crewe Technical Skill: - · Incident management facilitating timely resolution of customer IT issues within agreed SLA targets including escalation, communication, and coordination with internal and external parties. · Developing and documenting Incident processes and protocols. · Uses 8D methodology to investigate and resolve incidents. Produces … regular Incident summary reports for purposes of communication. · Availability Management - ensure that services and underlying infrastructure are available in alignment with both business need and contractual obligations of suppliers. Communicate service status/issues to connected car service stakeholders. · Development of a knowledge base for internal and external support … teams which increases FTF (First Time Fix) rate of Customer issues and implementation of process improvements from lessons learnt · Prior experience of Incident and other ITSM processes · Strong knowledge on Service Now – mainly in Problem, Change, Major Incident and Reporting modules. · Excellent leadership skills and ability to collaborate more »