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Esculation Manager

  • Location: Nottinghamshire
  • Salary: Up to £32000.00 per annum
  • Job type: Permanent
  • Sector: IT & Information Security
This vacancy has now expired.

Incident/Escalation Manager
I am looking for a resilient, confident and organised manager to be responsible for the management of all the escalated or major incidents. Operating through customer facing teams, they will ensure efficient resolution to minimise business impact whilst providing effective stakeholder communication (Incident Management).

**There is a degree of autonomy to this role as it has been created for the first time.**

Primary Responsibilities Core Responsibilities:
* Responsible for the end to end management, communication, escalation, investigation and resolution of incidents, ensuring business / customer updates are timely and of sufficient quality, arranging discussions and updates as required.
* Lead major Incident reviews to establish actions to prevent future incidents and produce comprehensive incident reports to senior and Board level.
* Lead problem diagnosis, coordinating suppliers and internal teams to determine the underlying root cause of issues.
* With a focus on prevention rather than cure, lead implementation of method, process and procedures for permanent resolutions to reduce repeat incidents, and minimise impact of those incidents that cannot be prevented.
* Build and use a deep understanding of business processes to efficiently and effectively prioritise incident and problem activities.
* Through cause analysis and working through the customer facing teams, identify opportunities for cost recovery for either internal or customer generated incidents
* Acting as the incident escalation focal point, identifying and resolving conflict and bottlenecks. Create agreed action plans with named actions & deadlines with accountability for the delivery of that plan.
* Document post incident recovery steps in order to establish Root Cause, aid in process improvements, identify deviations and to enable creation of a Knowledge Base.

If you are interested, please send your CV immediately as we are looking to fill this role as quickly as possible.

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

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