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Incident Manager

Milton Keynes, United Kingdom | TSYS

  • Industry:
    Financial Services
  • Position Type:
  • Functions:
    IT / Information Technology
    Risk Management
  • Experience:
Job Description:
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The Incident Manager will work within the IT incident team and will be the point of contact for all technology related incidents within the business. You will be responsible for effective Project Manager will take responsibility for delivery of large projects within an outsourced contact centre environment within the financial services sector.

This role is an ideal progression for an experienced Customer Service Team Manager looking to progress into the IT Field.

Key Responsibilities:

Ensure that all necessary information required to investigate the issue is present and to liaise with all stakeholders

Evaluate the severity level assigned to the issue and to adjust that level in the light of any investigations as appropriate.

Analyse situations in order to identify and offer potential resolution and to assist the resolving teams.

Co-ordinate operational impact from the business areas, and feed that into the Incident process as well as brief the client point of contact, where applicable.

To own Incident & Problem management tools as per department guidelines and issue regular verbal and written updates with the relevant information as to the progress of the issue.

Take full ownership of any issue assigned throughout its lifecycle, and ensure that it is fully completed to the client’s satisfaction.

Attend regular meetings with other key stakeholders from business to technical forums, to client reviews to discuss outstanding issues and prioritisation.

Effective & proactive incident management (incident classification, prioritisation & escalation management) for all TSYS Managed Services teams and customers

Communication of incidents (Pre, during & post incident) between the internal & external stakeholders.

Develop new and maintain customer and key stakeholders relationships (Internal/external to TMS) to add value and improve customer experience (Customer Satisfaction) & retention.

Drive incident resolution and articulate clearly and concisely with end client points of contact

Produce management information to enable visibility of incidents, resolution, trends and root cause analysis. This will be done via multiple methods of communication and media, and may also take the shape of MI style reports.

Maintain accurate & up to date records of Incident Management processes and activities at all times.

Proactively troubleshooting incidents and trends, through to effective resolution at failure.

Conducting Post Incident Reviews (PIR’s) establishing root cause and corrective actions through to resolution, including proof reading of RCA documents adding business impact so that they are accurate for the Internal and external stakeholders of the associated client.

The ideal candidate will have

Previous experience of working in a contact centre environment

Experienced in an issue incident or problem solving role.

Proven experience in the Credit card or Financial Services industry.

Ability to prioritise workloads and manage conflicting requests on time in a continually fast moving environment

Strong interpersonal/relationship management skills

Problem solving skills


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