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  • Job reference: RMS0150199

IT Systems/Process Incident Manager

  • Sector: Commercial
  • Location: Crewe
  • Job type: Contract
  • Date posted: 25/11/2014
  • Time left:
    d h m s
    (15/12/14)
This vacancy has now expired.
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The Company:
Is a leading Automotive manufacturer with a reputation for outstanding quality the world over. With demand increasing and an upturn in production, there is a need to bring further skills into the business to deliver on current and future projects.

The Role:
The Incident Manager must be available 8am – 5pm Monday to Thursday, and 8am – 3pm on Fridays. No weekend or out of hours working will be required. Public holidays will only be observed in keeping with company policy.

The client requires resource to an Incident Manager role, responsibilities as follows:

• Act as the first touch point for all CRM user support requests received through email and telephone channels.
• Log all user support calls in a central incident management tool.
• Triage user support calls to determine how to deal with the support request.
• Liaise with users to elicit clear details relating to the support request.
• Agree and reassign support requests to other support teams as appropriate.
• Act as the liaison / escalation point for users and support teams.
• Proactive management and monitoring of user requests (progress, service reviews etc.).
• Work to agreed SLAs.
• Management of the system-related Issues Log.
• Interface checking.
• Support the development of Incident Management processes and tools.

Essential Skills / Qualifications:
is desirable for the candidate to have the following behaviours/skills:

• Proactive and pragmatic attitude
• Stakeholder management skills, at all levels
• Strong interpersonal skills
• Excellent problem solving skills
• Good mix of technical and business knowledge
• Able to understand complex issues
• Able to lead meetings
• Customer service focussed
• Well organised
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