Incident Communications and Coordination Shift Leader

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An Incident Communications and Coordination Shift Leader is required to work for one of the market leading IT brands based in Reading. You work as part of a collaborative team that serve as an incident management and communications support operation for both external and internal users. You will take responsibility per shift for the incident management and communications team that support a variety of Microsoft technology offerings that form the Office 365 offering including SharePoint, Exchange and Lync for internal and external customer.

Taking responsibility for the oversight of the shift, you will own the approval of outgoing communications, adherence to process, coordination of workloads in line with KPIs. You will facilitate, engage and drive bridge calls during service outage situations for Office 365 customers.

You will also be required to develop support documents, training material, and other resources to help Incident Communications and Coordination Engineers provide excellent service while driving efficiency and accuracy at all levels.

Interested candidates will need to be able to meet the following requirements:

* Experience of leading team members in a technical focused incident support and communications environment

* Experience in technical or creative English writing.

* Experience in larger scale network operations centre, 24x7 production environment

* Excellent problem resolution, judgement, and decision making skills

* Strong written and oral communication skills

* Strong analytic and organizational skills

* Strong troubleshooting skills

* Experience in systems work, monitoring and helpdesk support is preferred