Incident Manager

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Deltatre

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We bring sport and entertainment to life

Company Description
We’re an end-to-end provider of premium products and services for global sport and media operators.
We push boundaries every day to offer the most reliable, scalable, engaging end-to-end offerings that continually meet and exceed fan expectations and maximise client value. Underpinned by data we’re able to determine the best experiences to drive business growth. Deltatre provides strategy, planning, consultancy across all stages of our client’s lifecycle.

Position
We’re fully flexible. As of November 2021, if it suits your role at Deltatre, you can work full time from home/remotely, from the office, or a combination within the same country as your contracted office of employment.

Reporting to the Lead Incident Manager, Incident Manager provides on-call Incident Management support aligned with operational strategy, implementation, and realisation of joined-up Incident Support services across Deltatre’s streaming, digital and broadcast projects.

Working in close collaboration with Deltatre’s B2B support teams, Units and Group Functions, the Incident Manager plays a primary role in internal and external stakeholder management prior, during and post incidents, including liaison and coordination with executive teams, clients, vendors, and 3rd-party services and support.

The Incident Manager helps to manage day-to-day operations, understanding the overall needs of each project, ensuring that SLAs and KPIs are met in line with agreed HSLA’s while identifying and implementing operation efficiencies that minimise cost whilst driving service excellence.

Key Responsibilities:

Providing in and out-of-hours support as part of a 24/7/365 Incident Management team.
Leading internal and supplier teams to drive the resolution of P1 and P2 incidents as quickly as possible, to minimise impact to customer business in accordance with SLAs.
Leading internal and external communications during Major Incidents.
Supporting B2B and Operational teams in prioritising and triaging open Incidents
Launching/Joining conference bridges with customer, internal and supplier stakeholders where necessary to drive resolution and/or to provide reassurance during Major Incidents
Preparing and publishing clear and technically accurate Major Incident Reports & Metrics
Conducting Major Incident reviews, ensuring corrective actions and root causes are circulated to key stakeholders
Working closely with the Lead Incident Manager to develop strategies for Incident Management
Conducting reviews & analysis on frequently logged tickets, making recommendations to support or project teams for improving procedures and resolving ongoing problems
Operate, develop & maintain ITIL alignment (Incident, Major Incident & Problem management)
Cross training the team & assisting in New Starter training
3rd party client & vendor management
Manage & maintain knowledgebase documentation
Maintain performance reporting
Supporting operational efficiencies that minimise cost of service whilst driving service excellence
Support the transition & delivery of new clients and services
Identify streamlining opportunities
Work with B2B team to identify tasks that can be transitioned from project to support
Driving through new procedures as & when required
Identify & implement streamlining opportunities
Work with PPMs & PMs to identify tasks that can be transitioned from project to support
Managing credits and penalties, clients and suppliers

Qualifications:

ITIL V4 Foundation

Other information
Some of our Company perks:

Global company with huge growth potential
Small, creative, close-knit Engineering/Tech team who love to collaborate
Support with your career development and access to training
Regular company and team social events
24/7 casual dress code
Free refreshments in the office

We are committed to ensuring that we provide equal opportunities for all. Please let us know if you need us to make any adjustments or if you have any special requirements for the interview process. Depending on the role this normally includes a written test and interview.

Please note that we will only contact successfully shortlisted candidates.

To apply for this job please visit deltatre.intervieweb.it.