Service Restoration Lead - SC Cleared

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Service Restoration Lead (SC Cleared)

Chesterfield

12 Months

£TBC

Service Restoration Activities

Lead and proactively drive service restoration efforts in accordance with the globally defined standard process and procedures. Coordinate the restoration of the affected service(s) as fast as possible, while minimizing the impact to the client and maintaining the integrity of our client. Confidently manage conflict situations and make quick decisions while driving incident resolution.

* Form teams via technical, Instant Messaging, and/or Management bridges, where necessary, to:

* Bring together the technical resources that can assess the technical impact and form the technical service restoration team to drive recovery of services;

* Bring together the service and business management leads to discuss the business and service impact that results from a Major Incident, and make business priority decisions, where required.

* Manage and drive third parties to quick resolution of Incidents.

* Focus on ensuring resolution of Major Incidents within service level through the identification of known errors, resolutions and workarounds.

* Ensure confirmation of service availability.

* Ensure detailed handover of active Major Incidents where shift change occurs

* Organizes and schedules checkpoints ensuring they are communicated and start on time.

* Coordinate with Service Desk, Incident Management, Technical Groups, Account Teams and other key stakeholders to ensure information flow for Major Incidents.

End to End Ownership of Major Incidents

* Provide high quality, responsive, proactive interface ensuring that stakeholders are kept fully informed and that any service impacts are minimized

* Accountable as single source delivering clear and accurate communication during all incidents across the business and technology including senior and exec management levels meeting agreed KPI's & SLA's

* Ensure all Major Incidents are validated and progressed in accordance with SLAs aligned to Incident priority and status, both during business and outside of core business hours based on service requirements.

* Taking ownership of all Major Incidents and ensuring they are proactively and efficiently managed by confidently driving resolution and escalating as necessary

* Create action plan for driving resolution

* Driving the virtual resolution team to efficiently restore service

* Ensure timely and accurate handling of Major Incident records, which includes the creation of (where required), receipt of, processing of fields and workflow, and closure of Major Incident records with all appropriate details.

Escalation and Notification Activities

* Ensure that the appropriate Technical Group Member, Account Representative have been escalated to within the given timeframes to assess technical and business impact. This requires utilizing the Escalation matrix to get appropriate level of focus.

* Proactively engages Technical Escalation Manager for complex incidents.

* Ensure that all required parties, including any 3rd party resolver groups, are engaged and that everyone involved is escalating to the next level if it is determined that higher level technical and management escalation is required based on the impact and estimated recovery time.

* Manage notifications and/or broadcast messages as per defined SLAs or our client standard OLA's, providing accurate and quality information to the required stakeholders.

* Manage primary communication methods include phone, E-mail and SMS via preferred toolset(s), and ensure accurate and timely communications to internal and approved external stakeholders, including management.