Incident Manager, Enterprise Service Management

Employment Type:
Any
Sector:
Network Jobs
Job Role:
Problem Management Jobs
Area:
Ontario
Location:
Canada
Salary:
Competitive
Posted:
19-Jun-17
Recruiter:
Mobile Jobs
Job Ref:
RX00140817 - X

•Responsible for maintaining the incident management process
•Acts as the incident owner and providing leadership during major incidents.
•Prime for Internal Executive level communication during incident life cycle.
•Acts as the point of contact and escalation for customers, service managers and account management teams.
•Ensures compliance with incident management processes to ensure effective incident management, tracking, escalation, and timely resolution for all customer issues.
•Assesses impact and progress during major incidents to ensure appropriate remediation activities and resourcing is being applied.
•Actively manage, monitor and drive resolution of tickets breaching SLA
•Provide guidance on Incident Management to all support staff and assist in their training and knowledge development
•Establish and maintain management reporting on incidents and escalations.

Qualifications

• Bilingual (French/English/)
•Major Incident Response experience
•Experience in the Telecommunications industry or Equivalent degree from Post-Secondary School
•Proven customer management skills
•Innovation skills
•Excellent communication skills (written and verbal)
•Organized with an aptitude for coordination of initiatives across many teams
•Excellent skills with Microsoft Office (Word, Excel, PowerPoint)
•Customer Service excellence.
•A solid grasp of fundamental Telecommunications Best Practices
•ITIL Certification

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