Incident Manager
Crewe, England, United Kingdom
SmartChoice International Limited
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 … teams to increase the First Time Fix (FTF) rate of customer issues. Implement process improvements based on lessons learned from incident management. Proficiency in Service Now, particularly in Problem, Change, Major Incident, and Reporting modules. Strong problem-solving, analytical, and time-management skills. Ability to work collaboratively in more »
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