Major Incident & Escalations Manager

Major Incident & Escalations Manager – NSC Global

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• Autonomy – Perform day‑to‑day activities under routine supervision with major discretion in managing problem investigations or recurring events/incident(s) by providing solutions in coordination with relevant technical resolver groups
• Influence – Ensure regular interaction with management and may influence immediate colleagues and liaise with other teams as and when required
• Co‑ordination – Work with off‑shore and on‑shore teams across service desk management, technical resolver groups, problem management, and service managers to deliver seamless service
• Complexity – Analyze trends and ensure consistent reporting as per client requirement from an end‑to‑end Major Incident Management perspective
• Business skills – Demonstrate ability to use appropriate methods, tools, and applications in a rational and organized way
• Problem Escalation – Escalate to elevated expertise, integrating with Problem, Change and Configuration Management where applicable
• Planning & Teamwork – Plan, work in a team, schedule and monitor own work within specified deadlines
• Technical Application – Absorb and apply technical information presented systematically
• Service Management Experience – Practical experience of service management systems
• Documentation – Propose solutions to service‑impacting problems and document all activities within the corporate tool set
• High Service Delivery Standard – Maintain a high standard of service delivery and associated documentation

• Escalation Management – Coordinate with Service Desk, Incident Co‑coordinators and Service Delivery Managers to identify Escalations & Major Incidents
• Major Incident Management – Diagnose, escalates to appropriate and consistent quality standards; coordinate Service Desk, IT support staff and customers to ensure accurate communication during escalations/major incidents
• Problem Management – Diagnose, log and escalates to appropriate and consistent quality standards; coordinate Service Desk, IT staff and customers during problems
• Post Incident Reviews – Chair Post Incident Review meetings following Major Incidents; issue written reports to management and ensure identified actions are completed in a timely manner
• Trend Analysis – Produce trend analysis of recurring problems/ incidents, extract key trends, hold regular meetings with IT support groups to review and press for final resolutions, produce escalation reports on unresolved issues
• Internal Customer Interface – Deliver high‑standard communication to customers and service area to ensure escalated incidents & problems are dealt with by priority and customer needs; attend customer meetings, review SLA performance, and represent the service viewpoint

• Education – SC – IT, BCS, BCA, Bachelor Degree, or 3‑year IT diploma (or equivalent)
• Experience – 5‑8 years in an ITSM / Service Delivery role; at least 4 years in Technology Industry and Service Desk / Help Desk environments
• Knowledge – Advanced working knowledge of Customer Service; ITIL v3 Foundation; desirable understanding of infrastructure services (Network, Server, Storage), basic IT hardware & networking concepts, experience of ITIL Service Support and Delivery processes
• Professional skills – IT Service Desk Management, ITSM, Network+, CCNA or above (advantage)

• Communication – Clear, presentable and excellent oral & written communication at all levels
• Working Together – Team player; plan, present, schedule & monitor work in line with team and project requirements
• Commitment – Well‑organised, disciplined and practical approach
• Persuasiveness – Resolve complex issues under routine supervision, advise and formulate strategies
• Analytical Ability – Grasp new concepts, evaluate results; good problem‑solving skills
• Creativity – Develop new ideas and solutions, absorb technical information and apply it effectively

High level of interest and enthusiasm for job responsibilities and a can‑do attitude.

NB: Candidates MUST be willing to work in a 24x7 shift rotation.

Mid‑Senior level

Full‑time

Information Technology

IT Services and IT Consulting