Nottingham, United Kingdom
From £30,000 per annum, dependent on experience
Close Date : 20.12.2020
Do you love problem solving and digging down to the root cause? Are you analytically gifted with excellent reporting skills?
Is the customer your key priority in all that you do? As our new Incident and Problem Manager , you will join our friendly and talented team reporting in to the Senior Incident and Problem Manager.
We’re looking for someone who has a background in an Operations or Service Desk environment, with experience of working closely with Development and Dev Ops teams, who can understand, challenge and interpret technical information provided and relay to Microlise customers , if you have a good understanding of applications, networks and data centres and a real passion for your customers with excellent people skills, then we want to hear from you!
What you will be doing
Own and manage high impacting customer incidents and problems within your discipline
Ensure expected levels of service are restored within SLA, perform root cause analysis and deliver a world class service to our wide variety of customers
Manage high priority incidents and problems through to resolution
Proactively identify trends and potential root cause
Carry out comprehensive analysis to drive problem resolution
Actively work to prevent reoccurring issues and maintain excellent customer satisfaction levels
Collaborating with technical resource to retrieve, understand, document and distribute information regarding incidents and problems
What are we looking for?
Qualified to ITIL foundation as a minimum; in-depth understanding of the ITIL methodology
Demonstrable experience within a Service / Support Desk environment, ideally within the technology sector
Demonstrable technical skills / knowledge of infrastructure and application support
Experience of working closely with Development and Dev Ops teams
Proficient in SQL would be advantageous
Excellent verbal and written communication skills
Experience in creating reports using MS Excel; it would be advantageous if you also have experience using ServiceNow
Exceptional teamwork with a high degree of drive, determination and motivation to success
Experience working with complex IT solutions
A positive, can-do attitude to meet deadlines and work well under pressure
Excellent stakeholder management, both internal and external
When your groceries arrive at your door or you sign for your online parcel, one or more of our software, telematics or proof-of-purchase solutions has probably been used.
Supporting 14 of the UK’s 15 largest retailers, we count household names such as JCB, Eddie Stobart, Carlsberg, Waitrose and Royal Mail as customers.
Proudly Midlands-based, Microlise has been privately-owned for thirty years. Our growing business is guided by our culture which drives the way we behave, the way we work, the way we connect with our customers, and the way we support and develop our people.
We believe in our culture, values and staff successes, take a look around our new careers page to see why our employees love Microlise -
We believe in developing our staff and support our employees with their professional development goals
25 days holiday excluding bank holidays, increasing by 1 a year to 30 days
Free parking, tea, coffee and daily fruit
Vitality Health Insurance, Employee Assistance Programme and subsidised eye tests and glasses
Free Costco membership
20% off EE mobile and line rental
Local discounts including Raleigh
Great staff extras : Easter eggs, yearly BBQ, Christmas gifts and annual staff awards!
Interviews will take remotely, whilst the advert is still live, so don’t delay getting your application in! Whilst ordinarily this role is based from our Head Office in Nottingham, we suspect the successful candidate will be working remotely initially, in line with government guidelines.