Senior Incident Manager (FTC)

<p><strong>Please note this is for an 18 month fixed term.</strong></p> <p>As a Senior Incident Manager, we will be looking for you to play a pivotal role in acting as an escalation path for Incidents across one of our largest retail customers estate. The Senior Incident Manager role is to restore normal service operation as quickly as possible and minimise any adverse effect on our key critical business applications and our customer’s business operation within an ITIL® framework.</p> <p>As important as a having well rounded communication skills and experience is the ability to build working relationships with both colleagues and customers, in turn supporting the company’s commitment to achieving high standards of customer satisfaction and service quality.</p> <p>Customer service is key, and the role requires a highly motivated self-starter, who enjoys constant challenges and delivering results.</p> <p>If you are looking for a role that is strictly 9-5, this may not be the job for you. Pace should not scare you; flexibility is a must since service restoration doesn't always occur during regular business hours.</p> <ul><li>Provides Incident Management support for more complex customers / services.</li><li>Serves as a contact point for customers in the context of specific services and escalation management.</li><li>Drive Continuous improvement deliverables across the Incident Management process</li><li>Work closely with customers, internal support teams and vendors to manage high priority incidents through to resolution</li><li>Host internal/external conference bridges</li><li>Coach and mentor junior member of the team</li><li>Proactively notifies customers and internal stakeholders of potential issues impacting service performance; provides regular status updates as required.</li><li>Coordinates service resolution engagement work across internal, supplier and other parties.</li><li>Manages resolution of ticket-specific service delivery issues.</li><li>Performs root cause analysis of recurring issues and proposes specific 'get well' plans to achieve sustainable resolution.</li><li>Verifies debriefing of calls and collects / records missing information.</li><li>Post processes incorrect or incomplete debriefed calls, informing all stakeholders of remedial actions to prevent similar concerns in future.</li><li>Recommends and supports implementation of service optimization / improvements.</li></ul> <ul><li>Diploma or equivalent work experience required.</li><li>Minimum of 4-6 years of relevant experience or equivalent combination of education and experience in Incident Management.</li><li>Good business English skills (Written and spoken).</li><li>ITIL V3/V4 Foundation</li><li>MIM Professional® - V3 (Desirable)</li></ul><p>#LI-MK1</p> <p></p> <p><span>Why should you join Diebold Nixdorf?</span><span></span></p> <p><span>Brightest minds + technology and innovation + business transformation  The people of Diebold Nixdorf are 23,000+ teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure consumer experiences that connect people to commerce. Our culture is fueled by our values of collaboration, decisiveness, urgency, willingness to change, and accountability.</span><span></span></p> <p><span>–Diebold Nixdorf is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status.</span><span></span></p> <p><span>** To all recruitment agencies: Diebold Nixdorf does not accept agency resumes. Please do not forward resumes to our jobs alias, Diebold Nixdorf employees or any other organization location. Diebold Nixdorf is not responsible for any fees related to unsolicited resumes**</span><span></span></p> <p><span>We are a global Company operating in multiple Locations and Entities. As we are keen to find the best solution for our candidates several legal entities might be applicable for a Job offer. A List of our operating entities can be found</span> <a href="https://www.dieboldnixdorf.com/en-us/about-us/global-locations" rel="nofollow" target="_blank">here -</a><a href="https://www.dieboldnixdorf.com/en-us/about-us/global-locations" rel="nofollow" target="_blank"> https://www.dieboldnixdorf.com/en-us/about-us/global-locations</a></p> <br/>