Incident Resolution

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The candidate will perform duties such as the following:

-Ensuring the effective use of event management process and toolsets as required;

-Ensuring effective and timely resolution of IT Incidents: impact assessment and prioritization of IT incidents; dispatching of incidents to the relevant technical elements for resolution; validation and verification of the solution proposed; revision of the incident documentation; structured reporting; problem initiation, as recommendable; -Problem Management initiation, as required;

-Authorized Service Interruption / Scheduled Outage (ASI/SO) approval and coordination, to minimize scheduled downtime and its effects of the Customer's business; -Participation in the Change Management process to ensure that roll-outs, new releases and modifications to existing services happen in a coordinated manner and with the explicit awareness of the affected customers;

-Delivering of technical advice, coordination, support and assistance in respect of Operations Centre Incident Response;

-Engage with cross-functional teams to prioritize tasks during service restoration/risk mitigation, ensuring that the right talent is engaged and utilized at the appropriate level in order to achieve successful outcomes;

-Liaise with other Operations Centre's entities and NCIA Service Lines to provide, maintain and improve the incident management toolset for best practice;

-Gather, Process and Analyze Information and Data to ensure continual service improvement;

- Monitoring the effectiveness of incident management within the NCC and making recommendations for improvement;

-Monitor and life-cycle management of IT assets within the NCC;

-Creation and review of all incident management checklists, logs and tickets on a daily basis, providing follow-up actions and feedback as necessary;

-Driving, developing, managing and maintaining the major incident process and associated procedures;

-Reviewing and auditing the incident management process within the NCC;

-Work on own initiative with limited supervision, may lead others as required;

-Deputize for higher grade staff, as required;

- Perform other duties as may be required.

Experience and Education:

- A Master of Science (MSc) degree at a nationally recognised/certified University in a related subject and 2 years post-related experience;

- Or a Bachelor of Science (BSc) degree at a nationally recognised/certified University in a related subject and 4 years post related experience;

- Or exceptionally, the lack of a university/college degree may be compensated by the demonstration of a candidate's particular abilities or experience that is/are of interest to NCI Agency; that is, at least 10 years extensive and progressive expertise in the duties related to the function of the post;

- ITILv3 Service Operations; - Very good understanding of telecommunications / network / information technology solutions & products.

LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds.

Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise: International Trade 2015.