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Service Delivery Incident Manager
hace 2 meses
At Endava, we are seeking a highly skilled Service Delivery-Incident Manager to join our team. As a key member of our Service Delivery team, you will be responsible for overseeing the resolution of IT incidents, ensuring minimal disruption to business operations.
Key Responsibilities:- Incident Management: Receive, log, and classify IT incidents, coordinate incident response teams, assign tasks, and monitor progress.
- Problem Management: Identify recurring incidents, develop preventive measures, and work with relevant teams to implement changes to improve system stability.
- Knowledge Base Management: Maintain a comprehensive knowledge base of known issues and solutions, share knowledge with team members to improve response times.
- Reporting: Generate incident reports and metrics, analyze data to identify trends and areas for improvement.
- Business Continuity Management: Work closely with clients around business continuity, participate in the planning and implementation of methods for risk management, impact analysis.
- Service Improvement Management: Ensure Continual Service Improvement (CSI), participate in the definition of countermeasures and contingency arrangements that relate to the serious disruption of IT services.
- 4+ years of experience in delivery of similar ITIL aligned services to SLAs.
- Working knowledge of relevant technologies such as virtualization, networking, shared and dedicated hosting.
- Well-developed communication skills and experience dealing with staff ranging from Service Desk analysts and highly technical architects to senior IT Managers and CIOs.
- Highly efficient and well-organized with demonstrable experience producing a range of written service delivery material such as service reports and service improvement plans.
- Excellent written and spoken English.
- Able to write clear and articulate reports.
- Diplomatic and able to remain calm under pressure.
- Strong understanding of IT infrastructure and operations.
- Experience with incident management tools and methodologies (e.g., ITIL).
- Problem-solving and analytical skills.
- Knowledge of scripting languages (e.g., Python, Bash) is a plus.
