Beschreibung
The key responsibility of the Service Manager Incident Management is to serve as the primary point of contact for monitoring, managing and escalation for all incident logged by the customer. The Service Manager Incident Management is the representative of the customer's operational interests and will be the interface to the teams.
Part of the SM role is also to be the representative of the this organisation to the client in all operational situations. He/She will serve as the focal point for incident related communication to/from the client and the organisation and will ensure that no operational request or need of the client goes un-answered or un-addressed.
The Service Manager Incident Management will gather operational data as needed for Service Management team to calculate Key Performance metrics and other measures to support the SLA report for the customer. He/She will support the preparation of Monthly/Quarterly/Annual operational briefings to review with client management team.
The SM will report to Global Service Manager all client issues, risk and concerns on a regular basis using internal processes.
Primary Interface with Hosting Operations for Operational issues
- ITIL-Based Incident Management
- Augment and act as escalation for the Service desk operation to/from client for Incident Management
- Issue Resolution and Ticket Management
- Organisation and management of emergency outages
- Escalation Support/Management
- Incident report - investigation, collection of data input and production of report to completion of reviews
- Issue Tracking & Resolution
- Ownership of Issue Tracking (RAIL) actions
- Coordination of RAIL Account Status Calls, meetings, &minutes
- Operational Analysis & Reporting
- Operational Data Collection in support ofSLAreporting
- Ticket Analysis - Numbers, trends, success. Closing of aged tickets.
- Monitoring Audits, Manage & improve Infrastructure Monitoring and Reporting
- Inventory ReviewsOperational Documentation & Processes
- Create and manage Post Incident Reports as well as resulting Improvement Action Plans
- Maintain Contacts lists
- Maintain Documentation & update Operational processes
- Conduct Service Readiness reviews and manage resulting action through to resolution
- Ensure that new sites are included in monitoring and reporting as required
- Technical liaison & coordination with client for testing activities eg monitoring & sorry sites
- Operational Planning & Coordination
- Coordination of Service Readiness activities in close alignment with Project and Program Management regarding
- Knowledge Sharing (Client staff, VzB staff)
- Feedback loop into all other Service Managers allocated to the customer
- Problem Management
- Support the central Problem Management team and create customer facing Root Cause Analysis documents
- Support and manage the Implementation of improvement actions for pervasive problems/trends
- Service Quality continuous Improvement initiatives
- Change Management
- Act as cover for the Service Manager Change Management
- Coordination and organisation of change activities
- consolidating requirements from all internal stakeholders - CE, IPM etc
- agreeing outage dates and times for Operational and programme change
Required Skills
- Conceptual understanding of Internet, networking, hardware, software concepts
- Strong relationship development and issue resolution capabilities
- Strong Documentation, Organizational, and Interpersonal Skills
- ITIL V3 Foundation certification required
- Proven Incident Management experience in a customer facing role
- Project Management Skills preferred
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