Incident Management Coordinator

IT Support Team Coordinator / Analyst – On going temporary basis

Up to 14.50 PAYE or £21.54 Umbrella/Private Ltd Company

The IT Support Team Coordinator / Analyst will provide coordination services in the areas of change management, incident management and problem management. In addition the Analyst will provide a single point of contact for various infrastructure and application platforms, multiple customers and vendors. Identifying and troubleshooting IT incidents and acting as an escalation point for customers. The Analyst will also ensure regular reporting (including incident reports), service performance and quality metrics to the internal organisation and the customers alike.

Specialist Skills / Experience

Working knowledge and experience of a production environment either in a semi-technical or non-technical capacity. Working in a L1/L2 Helpdesk capacity or a heavy user of SAP applications.

Ability to spot emerging trends within the production environment and act decisively to mitigate foreseen problems.

Working knowledge and experience of a production SAP environment consisting of a number of modules (e.g. R/3, APO, WMS, BW, HR, SEM, Dispute Management and CRM). Technical understanding desirable but not essential.

Working knowledge of production operation processes and procedures (ITIL would be ideal). Ability to multi-task, manage multiple assignments (ranging in complexity) work accurately & prioritise deadlines under own initiative in a dynamic environment.

Excellent interpersonal skills – able to solve and present problems in a logical and methodical manner. Excellent oral and written communication skills. Able to chair meetings and conference calls while keeping control of a diverse and global range of personalities.

Good customer service skills – Effective communicator, able to build & develop relationships with customers and counterparts (Internal and external). Must be self-motivated with good character and possess the ability to follow a problem through to completion.

Experience of working at a Pan-European level in a Customer support role.

You will:-

Own the end to end process for resolving high priority and critical incidents in order to reduce impact on the business and technical services.

Lead the coordination of multiple technical teams where cross system technical engagement is required in the event of a major incident.

Provide strategic direction in the diagnosis and resolving of incidents. Ensure all incidents comply with the ISE incident management process.

Ensure incidents are communicated in a timely and accurate manner to service managers, business teams and vendors (where required).

Perform post incident reviews to understand the depth of the incident and implement process improvements where necessary to prevent future recurrence or reduce downtime.

Work with others to find the root cause of underlying problems to prevent the recurrence of the incident(s).

Manage and coordinate the Emergency Change process for Production.

Maintain a healthy relationship with key partners, vendors and other third parties involved with the e-business platform.

Act as the single ‘face’ to the customer for Production escalations.

PLEASE ONLY APPLY IF YOU LIVE WITHIN A COMMUTABLE DISTANCE OF THIS LOCATION.

Please note your CV will be reviewed against the vacancy criteria and we will contact you within one week if we wish to progress your application any further.

Copperfield Recruitment Ltd are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer.