Incident Manager

Incident Manager is a part of the Red Bee Media Global Service Management department which is responsible for managing customer success through effective service management processes, including Incident, Problem and Change management. Our customers include both traditional broadcasters, streaming TV content owners and service providers. The Incident Manager role is the point of escalation and communication for Critical Incident management. This is a shift-based position including nights and weekends which is based onsite at our White City offices. The role is to handle and drive major and escalated Broadcast Incidents 24x7 and ensure minimal disruption and fast service restoration. What you will do

• Act as a central focal point for all departments concerned and coordinate between them to ensure resolution of incident to SLA.
• Manage Incident progress and resolution communication throughout lifecycle of Incident to all internal and external stakeholders.
• Ensure an accurate audit history is maintained during the lifecycle of an incident in the ITSM tool.
• Chair Technical & Management Bridges to drive all diagnostic and resolution activities
• Provide input and support the Problem Manager during initial investigations for root cause analysis.
• Co-ordinate responses to requests for planned maintenance, system upgrades and service changes originating from distribution and transmission service providers.
• Provide monthly reporting on Incidents and Incident performance.
• Supervise an excellent level of service delivered by the Global Service Centre in Romania - Drive offshored support teams to resolve incidents swiftly.
• Support the Service Management department in service improvement requirements and taking steps to get those addressed/initiate improvement through the problem management process.
  
  Experience from Broadcast, Telecoms or IT Industry, knowledge of ITIL or other industry practices related to Service Management.
• Incident manager experience or within a 1st or 2nd line support desk
• Understanding of technology, ideally with a background in software and technology managed services
• Good organizational skills including attention to detail and multitasking, as well as solid written, verbal communication and leaderships skills
• Experience in successfully navigating complex, matrix organizations, as well as working with an off shored Support function
• Ability to prioritize multiple incidents and coordinate multi discipline engineering teams
• Good administration skills and understanding of various ITSM tools for incident logging and knowledge base
  
  Red Bee was born in media and for the past 15+ years we have made significant contributions to the development of the global media industry, empowering the world's strongest media brands, broadcasters and content owners to instantly connect with audiences anywhere at any-time. Our partners include BBC, Channel 4, ITV, Canal+, ExtremeE, TV5MONDE and many others.
We are truly a global company, working across borders in 175 countries, offering a diverse, performance-driven culture and an innovative and engaging environment where employees improve their potential every day. Our employees live our vision, core values and guiding principles.