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Incident Manager

Job id:  15174
Job location: 

Barcelona, B, ES, 8940

 

Introduction

 

Colt provides network, voice and data centre services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure.

 

The Role & Accountabilities

 

The IM team support our customers, operational teams and the business with high level escalation and complex incident management. We act as the focal point, driving an incident to resolution and keeping key stakeholders updated. Our aim is to minimise the business impact to our customers and provide them with a best-in-class service.

  • Co-ordinating multiple resolution teams within an incident resolution plan and driving/contributing to technical investigations.

  • Assessing inbound escalation requests and taking appropriate action.

  • Assessing business impact and ensuring this is reflected in the incident priority.

  • Providing timely and quality communication to all stakeholders for the duration of the incident.

  • Contributing to the post incident review, Incident Report and managing resulting corrective actions and problems.

  • Ad-hoc project ownership / input where incident management required.

 

Experience

 

  • 4+ years’ experience within a Telco / IT customer-facing role.
  • Experience with escalations and complex incidents.
  • Experience with crisis comms at senior levels.
  • Experience in a technical role an advantage.

 

Skills & Qualifications

 

  • Able to comprehend technical information at a high level.
  • Able to work calmly under pressure and meet tight deadlines.
  • Effective stakeholder management.
  • Collegiate approach and ability to work as part of a matrix structure.
  • The will and drive to achieve best in class customer service.
  • Effective decision-making and prioritisation skills.
  • Fluent level of English (written and spoken level) second major European language a plus.
  • Able to interpret and present technical information to a non-technical person.
  • Has a resourceful approach to problem-solving especially where limited standardization exists.
  • Proactive and keen to learn.
  • Well organized and with good attention to detail.
  • ITIL qualification desirable.

 

What we offer

 

Colt is a growing business that is investing in its people. We offer skill development, learning pathways and accreditation to help our people perform at their best, regardless of role and location. The company supports diversity and inclusion in the workplace and has signed Diversity Charter.

In addition to offering competitive salaries and incentive plans, a range of benefits and local rewards packages are offered to staff. Colt recognises the importance of a work life balance.

Some benefit examples are:

  • Relaxed dress code
  • Two days annually to spend on volunteering opportunities
  • 39 hours working week and additional days off as per Colt own collective bargaining agreement
  • Benefit package that includes life insurance, private health insurance and pension plan. In addition flexible benefits scheme
  • Lunch vouchers or childcare vouchers
  • Access to a virtual business school for on-going learning
  • Business mentoring
  • International environment with employees from more than 35 different nationalities


Job Segment: Data Center, Manager, Technology, Management

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