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Duty Manager

Experienced

Advanced | Operations (Managed Services) | Slough, England

We’re Advanced

Join a business that embraces innovation, gives you the scope to seize every opportunity and will help get you where you want to go. Life at Advanced begins in an unprecedented environment with a role that matters, taking you on a fast paced journey of discovery, however big that might be.

We’re one of the UK’s largest and fastest growing software companies. True partnership is the defining thing that makes us different from the competition. We pride ourselves on delivering focused software solutions for public sector, enterprise commercial and health & care organisations that simplify complex business challenges and deliver immediate value.

Team & Role

The purpose of this role is to provide optimal value to the business by overseeing and managing major incidents for customers while ensuring all necessary communication is carried out. The role also involves coordinating and aligning all necessary resources to allow timely resolution of major incidents and maintaining customer satisfaction in the execution of our services to resolve major incidents.

The Requirements 

You will:

  • Facilitate the recovery of all P1/P2 incidents with appropriate reporting and notifications to key stakeholders
  • Manage persistent incidents from trend analysis and or management escalations            
  • Ensure key performance indicators are measured for Major Incidents, Requests, Problems and Knowledge Management and report trends of process maturity levels and tool adoption
  • Align and deliver targets set out by Executive Management team                        
  • Ownership of the major incident lifecycle to satisfactory resolution as confirmed by Service Management
  • Maintain known errors database and incident workarounds (CMDB).                               
  • Guide resolver groups and provide input into future functionality and features through Service Management
  • Proactively manage major incidents to satisfactory resolution in a timely manner, ensuring minimal business impact, and initiate escalation procedure as appropriate
  • Manage the Major  Incident SLAs, Key Performance Indicators where appropriate, with accurate reporting to key stakeholders
  • Understand and appreciate the impact of major incidents on SLA targets, allowing prioritisation and direction
  • Manage post mortems for all major incidents to a satisfactory conclusion            
  • Maintain and improve major incident data and reporting for processes owned within Remedy
  • Document and make transparent all relevant processes and procedures for the provision of major Incident Management
  • Ensure Knowledge articles are maximised throughout the life of a major incident; a KPI to manage will be every closed major incident should have a knowledge article attached to the quality expected by Service Management
  • Produce MIS and performance reporting showing levels of maturity for the major incident management process and tool adoption
  • Provide timely reporting to management of MIM KPI Dashboard reporting

Incident Management scope and activities:

  • Provide solution and knowledge enhancement within Remedy (process and interfaces)
  • Ensure Major Incident Management training and performance of resources is measured accurately and reported in a Dashboard for management view
  • Ensure documentation and Knowledge Base is maintained to quality levels through KPI measures and reporting
  • Ensure that Major Incident Management functions, systems, services and on-going procedures conform to the requirements of the Legal, Audit and Compliance Departments and external regulatory bodies as required
  • Comply with Change approval process and change management.                      
  • Manage incidents to complete resolution, including Root Cause Analysis where required, with notifications and reporting to key stakeholders and the Executive Management team
  • Provide training and job aids where required for areas of responsibility                           

We would like you to have:

  • Excellent relationship management skills with the ability to build a 'one team' mentality                       
  • Excellent written and oral communication skills; calm, polite and professional                              
  • Demonstrable experience of conflict management                                                                      
  • Demonstrable experience of managing customer expectations and priorities                               
  • Service oriented, adaptable and resilient                                                                       
  • Results oriented with personal accountability                                                                             
  • Excellent attention to detail, quality and control                                                                          
  • Analytical thinking skills with the ability to define and present information (e.g. KPIs and performance metrics)
  • Excellent interpersonal skills including listening, building rapport and an awareness of internal and external issues

Knowledge and Experience                                                     

Essential Skills:                                                                                               

  • Experience with Service Desk tools; preferably Remedy with relevant processes
  • Significant understanding of MSP's
  • Skilled in Microsoft applications software (Word, Excel, PowerPoint, Outlook etc)
  • Awareness of Infrastructure and Technology, sufficient for understanding of impact of failures
  • Awareness and appreciation of Service Management best practices (ITIL), tools and best practice frameworks ITIL v2 and or v3
  • Demonstrable experience of Incident and Problem Management delivery, management and improvements                                                                                           

                                                                                                                                   

Desirable Skills:                                                                                                                                   

  • Demonstrable experience of root cause analysis                                                           
  • Conflict management                            
  • Demonstrable experience of negotiation both internally and externally                                                                                                                

Education / Qualifications                                                                                                         

  • Technology Degree / HND or HNC or equivalent Professional Qualifications: ITIL v2, v3 and or Incident/Problem Management accredited                                                           
  • Demonstrate proven experience and management in the area of ITIL Incident Management.                                                                                                               

                                   

Join the A Team

  • Excellent benefits from day one: contributory pension, life insurance, income protection insurance, childcare voucher salary sacrifice, cycle to work scheme, and employee assistance programme
  • 25 days holidays
  • Special focus on training and development with the opportunity to excel your career from our internal Talent Development Team
  • The ability to work with engaged colleagues who share a passion for solving business problems
  • Working in an organisation that encourages 360 feedback at all levels
  • Be part of an organisation that has recently been ranked by Deloitte in the Top 50 fastest growing tech companies