Incident/Request Manager

MUST BE BASED IN THE UK AND FULL RIGHT TO WORK

Join Netcompany in leveraging technological innovations to foster societal transformation.

Netcompany was awarded 5th position on the esteemed UK Top 50 Best Places to Work in the Glassdoor Employees’ Choice Awards for 2024. As one of the fastest growing technology companies, we are disrupting the marketplace and revolutionizing the way businesses operate. Our vision is to be the leading digital challenger in Europe whilst evolving the next generation of IT consulting.

Operating across both public and private sectors, we offer a comprehensive range of services from product design and engineering, digital strategy, data services & management (Machine Learning and AI), cloud migration to program delivery and service operations, our offerings are designed to meet diverse business needs.

We are looking for an Incident/Request Manager to join our team on a permanent basis to drive forward our delivery capability and deliver the optimum solutions to the clients. Based in Leeds, this is a great opportunity to join one of the most exciting, innovative, prestigious, and forward-thinking technology-enabled organisations in the UK.

Our Service Management Practice delivers infrastructure support services to a significant number of clients, across multiple sectors. The current Service Delivery offers prospective candidates the opportunity for significant recognition, skills and technology exposure, and career development and training across multiple business areas.

Key Responsibilities:

• Manage and oversee the incident and request management process: Ensure incidents and service requests are logged, tracked, and resolved within SLA, collaborating with the Service Desk and resolver groups.
• Coordinate with various teams: Ensure timely resolution of incidents and fulfilment of requests, managing all failures, faults, or questions reported by users via the Service Desk or detected by monitoring tools.
• Develop and maintain policies and procedures: Conduct root cause analysis, implement corrective actions, and continuously improve the incident/request management process.
• Prepare and present reports: Provide incident reports to senior management, including trend analysis to understand patterns and deploy proactive measures.
• Manage escalation activities: Based on a pre-defined hierarchy and communication plan, set expectations on timescales and thresholds for the completion of identified actions.
• Identify measures to minimise future disruptions: Undertake trend analysis of incident tickets and service requests, and support the enhancement of request fulfilment processes.
• Train and mentor junior staff: Provide guidance on incident management best practices, ensuring effective management of first-level, second-level, and third-level support.
• Monitor and report volumes: Track incident and service request volumes, reporting on the number, source, type, and category, as well as the length of time for open incidents/requests and key issues.
• Review and update policies: Focus on the continual management and maintenance of supporting documents, coordinating the annual review process

• +3 years experience in the IT industry
• Proven experience in incident and request management.
• Strong understanding of ITIL framework and best practices.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work under pressure and manage multiple priorities.
• Certification in ITIL or similar is a plus.

Essentials

• Must be willing to do UK based travel for projects.
• Must have the right to work in the UK

Benefits include

• Hybrid working model with some flexible working
• 25 days’ holiday
• Private Medical Health care via Vitality
• Pension contribution, Life Assurance
• Professional certifications supported as part of learning and development.
• A range of retail discounts to enhance your lifestyle, encompassing restaurants, supermarkets, travel, leisure activities and health and well-being services.
• Access to our Employee Resource Groups, our groups represent diverse backgrounds and provide a platform for colleagues to connect, learn, and support one another.

Company information

Join Netcompany, where we proudly hold the 5th position on the esteemed UK Top 50 Best Places to Work in the Glassdoor Employees’ Choice Awards for 2024.

At Netcompany, we pride ourselves on our entrepreneurial spirit and our capacity for doing things differently. Our culture is built on fostering low bureaucracy, emphasizing high agility and promoting flexibility, enabling everyone to contribute their best.

Our journey began in the UK with the acquisition of Hunter Macdonald in 2017. As one of Northern Europe's most accomplished IT companies, we have expanded our headcount globally to 7400+ employees and have offices in UK, Denmark, Norway, Poland, Holland and Vietnam.

Netcompany is committed to providing an inclusive and barrier-free recruitment process for anyone wishing to apply for a job with us.  We operate a Disability Confident Interview Scheme which means that we offer guaranteed interviews to all applicants with a disability who meet the minimum criteria for a role. Applicants are asked to opt in, so please let us know if you wish your application to be considered under this scheme.

If you need any reasonable adjustments or extra support during the recruitment process, please contact us at [email protected].

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