Job Description

What you’ll be doing

  •  Leading the restoration of service and resilience for P1/P2/P3 and SI incidents as appropriate.

  •  Resolution of customer reported issues to SLA timescales by identifying the most efficient method of fix and keeping the customer informed in a timely, effective and efficient manner.

  •  Ensuring that the Change Process is followed for any intrusive activity, and that risk to customer service is mitigated against.

  •  Leading the identification of root cause for issues, and taking proactive steps to ensure there is no impact to customer service.

  • Identify areas of improvement and work with internal and external teams until completion

  •  Ensuring regular attendance and participation at team meetings, team audios and other Management updates. 

  •  Setup knowledge sharing sessions with the internal + external ops teams and carry out shift left.

  •  Engaging with key suppliers to drive servic...

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