Senior Incident Management
NTT Ltd.
Bristol, United Kingdom
5d ago

In a constantly changing world, we work together with our people, clients and communities to enable them to fulfill their potential to do great things.

We believe that by bringing everyone together, we can solve problems using innovative technology that can create a world that is sustainable and secure.

At NTT, we encourage you to remain continuously curious, as that is what keeps you fast, flexible and relevant. No two days will be the same but that is what will help you grow and realize your full potential.

The power is in your hands to do great things. It’s time to lead the change, be the authentic you, to solve difficult challenges, to set the pace of change and to unleash your potential.

Want to be a part of our team?Applicable is part of the Cloud Communications division of NTT Ltd., a global technology services company.

As a leading supplier of private cloud unified communications and collaboration services, our mission is to provide enterprise organizations with solutions that enable dynamic collaboration interactions, directly and through partners.

Working at NTT The successful 'ITIL Process Lead' / 'Snr Incident Management' candidate will be responsible for leading the management of Operational Process including Incident, Change and Problem.

Additional responsibilities within CSIP initiatives. A key Service Delivery position, responsible for the management and ongoing improvement of key ITIL processes.

These ITIL processes will include Incident, Change, Problem, Event Management, Business relationship and potentially others as directed.

Key individual in risk identification and treatment. Key owner of, and contributor to, business initiatives. Leading by example, with drive and enthusiasm to make a difference.

This is a fantastic opportunity to further your career in Process Management with a growing and dynamic team at Applicable.

You will be an enthusiastic and creative individual with the desire to develop a non-technical path. You will have experience of owning and improving ITIL processes, and a proven track record of driving and leading success within a Service driven organisation.

Main Duties Process : Working to the accountable process owner, you will be responsible for a range of processes as directed by your line manager : Owning the Priority incident stack / grid.

Ensure each incident is owned and managed with effective handover, updates and decision making Participating in the EMEA Duty Incident Management (DIM) rota Be the lead Incident Manager in the EMEA office Incident Management team Participating in Change twice-weekly CAB and PIR duties Participating in the EMEA Change triage pool and risk assessment Participating in Problem triage, prioritisation and management.

Release Management; interfacing with Service Transition when new services and products impact delivery Own Informational impact assessment and approval Creation of RCA documentation in support of Service Managers Achieve industry recognised accreditation example.

Risk qualification, ITIL intermediate. Knowledge Management; ensuring relevance and accuracy of operational procedures. Working with delivery teams to ensure effectiveness.

Driving improvements in all process and workflows. Risk : A key individual in risk identification and treatment : Incident via priority incident management Change via triage and POLDAT Problem via various techniques (5 Whys, etc) Continual Service Improvement : A key member of the Service Operations team : Working with Service Desk Manager and other Service Delivery and business teams to ensure the effectiveness of the Service Delivery.

Owning and managing business aligned Service Delivery initiatives and improvement activities. Business Relationship management : A supporting member of the Business Relationship team Engaging with Service Management for alignment and improvement of customer interactions What will make you a good fit for the role?

Essential Determined and enthusiastic to drive business change Diligent and accurate, with an eye for detail Excellent communications skills Able to build trust and respect across all business units, customers and channels Strong operational understanding Service culture focus Troubleshooting and problem solving skills Able to to co-ordinate multiple complex customer / channel facing incident and problem activities Able to effect change.

To build plan of approach, to shape the steps required to achieve the objective. Whether this is process, tooling or changing behaviours and culture.

Take the lead from senior management and process owners, owning and driving results Ability to identify and quantify risk.

Whether this risk affects our operational ability, quality, morale, service availability. Ability to prepare quality written correspondence Desirable Understanding of Applicable’s core go-to market services Relevant technical or non-technical certifications Experience of Incident, change or problem process management

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