Blupace Tech
Incident Manager -London
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Why join us?
BlupaceTech is a world-class IT development company that strives to improve its processes constantly. The company has been in business since 2008 and employs over 160+ people in more than 4 countries. Blupace provides innovative software solutions for businesses of all sizes, with a focus on Web & Mob Applications, e-commerce websites, data & Analytics, Field services, and more. We are passionate about developing innovative technology solutions that make a difference. We have the expertise and experience to provide custom-tailored solutions for your business, whatever your field may be. Our team is dedicated to providing you with the best possible service, and we are always looking for new ways to improve our products and services. We operate in different locations which includes UK, France, Germany, and Belgium.
Where you’ll be working:
We are looking for a CRITICAL INCIDENT MANAGER with 7+ yrs of experience.
- Looking for Immediate joiners
- It is an Onsite Opportunity
- Work location - London
- Tenure - 12 months
- No Sponsorship provided for this role.
Key Responsibilities:
- Must understand the overall setup of IT Services and roles played by various Service Providers and demonstrate technical knowledge pertaining to two or more technology areas.
- Take the ownership to oversee the day-to-day operations relating to Incident Management.
- Manage Major Incidents or situations across providers.
- Manage high priority incidents from start to finish providing regular management updates and bringing a satisfactory outcome for the customer.
- Running both technical conference bridges and business update calls.
- Documenting Issues, updating issues log, following issues to completion, and escalating issues to the management team if needed.
- Driving decision-making for incident resolution and minimizing impact to the business.
- Escalation to Senior IT Management.
- Providing incident updates to stakeholders.
- Capturing incident follow-ups and completing formal Post Mortems.
- Identifying stability trends and escalating them through the Problem Management process.
- Coordinate decision-making of critical, emergency break-fix work by chairing conference calls and publishing formal communication.
- Take full responsibility and ownership of incident resolution and service improvement, acting as a first point of escalation for high priority incidents.
- Monitor the resolution of incidents involving multiple Service Providers and ensure it is within the SLA.
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Qualifications/Skills:
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- Must be an experienced resource with a minimum of 7+ years of experience in Incident Management with knowledge and sound understanding of various IT technologies/domains.
- Very strong influential relationship management skills with stakeholders, senior management, colleagues, and external service providers.
- Proven troubleshooting skills within a support environment including a strong sense of commitment and drive towards incident resolution.
- Passion for identifying problems that cause incidents and lengthen time to repair, and attacking the issues to eliminate the cause in our environment.
- Understanding of foundational IT technical issues and relationships.
- Sensitivity and urgency in dealing with line of business outages.
- Ability to influence and lead technical conversations with various infrastructure support groups.
- Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organization.
- Strong oral and written communication skills.
- Strong problem-solving skills and the ability to logically break down a problem into smaller manageable parts to solve.
- Supervisory skills and the ability to leverage support from other parts of the organization.
- Proven expert in managing multiple stakeholders at all levels of the organization, but specifically at senior management level.
- Understanding of Technologies & ITSM Tool.
- Coordination, negotiation, and persuasion skills.
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