Incident Management Team Lead

Job Ref:

Job Title:
Incident Management Team Lead



Closing date:
30th April 2018

Job Description

O2 is the commercial brand of Telefonica UK Limited, a leading digital communications company owned by Telefonica S.A. With over 25 million customers across the UK, O2 is one of the world`s most innovative companies putting our customers at the heart of everything we do.

We are more than just a network. We open up the endless possibilities of technology, connecting our customers to the things that they love and exploring new ways to open up the world for them.

We are always on the lookout for great talent. Just like our customers, we offer our employees more. From a choice of benefits, rewards, training and ongoing career development there are many reasons to join O2.

About the Team:

Business Service Operations are accountable for Service Levels in our rapidly growing Enterprise and Digital business. We support the fixed, mobile, Wi-Fi and complex ICT solutions to some of the world`s most recognised brands.

Your Role:
The role holder is responsible for leading the Business Service Operations Incident Management team, providing operational support (including OOH via call-out) for higher priority Incidents that are particular impactful, complex or long running. They champion adherence to the Incident and Problem Management processes, acting as a subject matter expert during live Incidents as required, and through direct stakeholder engagement. They also have a strategic focus that effects long-term change and improvements across tools, people, knowledge, and ways of working. Accountable for Service KPIs to 150 ICT, Wi-Fi and Managed Mobility customers, with a specific focus on SLA Success Rate and Mean Time To Resolve.

-Ensure the maintenance of accurate and timely records in the ITSM system to support investigation, diagnosis and resolution of Incidents and subsequent Problems.
-Ensure the delivery of accurate, timely and meaningful communications to keep relevant parties informed on the investigation, diagnosis and resolution of Incidents
-Ensure that accurate, detailed and insightful post-Incident investigations are conducted and documented, with actions driven to a timely conclusion, to support the diagnosis and avoidance of repeat Incidents
-Drive long-term improvement to the BSO Incident Management team`s capabilities to deliver efficient, collaborative ways of working, exploiting technology and automation wherever possible
-Build strong, productive relationships with support & delivery teams, enabling sustainable knowledge transfer and collaborative working
-Ensure that BSO Incident Management insight is considered and requirements are met for new deliveries through strong, proactive engagement with project teams and the Service Transition process
-Lead on talent recruitment, people development, and performance management
Skills & experience:
-Experience of working in a major incident environment, providing management capability to lead, drive and co-ordinate multiple parties to agreed plans and resolution
-A proven ability to successfully deal with complex faults, managing and resolving potentially conflicting business impacts
-Excellent critical thinking and decision making skills, exhibiting sound judgement with the ability to think, speak and act clearly under pressure
-A demonstrable ability to communicate complex and technical information in a clear and meaningful way, both internally to the organisation and externally to customers and suppliers
-Superior stakeholder management, able to instil confidence at Executive and Board level
-Strong people management skills
-A proven ability to improve people, tools, and processes
Additional Information: The role holder will have Line Management responsibility for up to 5 Incident Managers.

Grade: PTG

Salary and benefits:

We are looking to pay a competitive salary (depending on experience) for this position, and in addition we have some great benefits that could include a bonus, life cover, health care, holiday entitlement and lots of flexible benefits too.

Telefonica`s commitment to a great work-life balance allows us to consider flexible approaches to working. Like to know more? Feel free to raise it.

Joining Telefonica means opening up a world of freedom, support and possibility. A fascinating world where you`ll be able to think bigger, be bolder and try new things. And where there are endless opportunities to develop your career.

There`s so much to discover. Your adventure starts here.

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