|Job ID||Location||Work Location|
|2000H7||Reading||Reading Office (GBM)|
|Job Type||Contract Type||Hours Per Week|
|Shift Pattern||Closing Date|
|Standard Working Week||N/A|
We've got big ambitions.
Ambitions that see us want to grow and become one of the nation's best-loved brands.
Sound interesting? That's just the start.
We're leading our industry in terms of change, and delivering amazing experiences for our customers. And our Technology and Operations team are leading the changes to our network.
We're a diverse bunch brimming with talent. Firing on all cylinders with a culture that not only delivers change but market leading solutions to our network and technology.
All this means we need more brilliant people. Ones who share our ambition, and get stuck in with the next and most exciting part of our story.
Are you in?
Incident Management plays a critical role within the wider Three Service Management function providing on-site Incident Management resource 24x7, 365 days of the year, working alongside the Incident Management, Service Desk and off-shore Front Office ICT and Network operations functions.
Accountable for the E2E incident management process; ownership and coordination of the appropriate and timely incident reports, including channelling requests for help to appropriate functions for resolution, monitoring and driving resolution activity and keeping the business appraised of progress towards service restoration.
Delivering results and achieving SLA/KPI performance by focusing on effective cross functional team working. Co-ordinating/facilitating the communication process as well as the escalation process during the course of all Disaster Recovery, Business Continuity, Critical, and VIP incidents.
Escalation point for internal escalations from Operations Management, and wider Service Management community.
Providing leadership and direction during Disaster Recovery, Business Continuity, Major Incident, P1 and VIP incidents. Demonstrating absolute command and control, whilst maintaining an overall incident perspective and ensuring the Incident Management processes are followed.
Producing clearly written Post Incident reporting within agreed SLAs, assisting with Problem Management initiated review sessions where possible
Compiling and publishing weekly/monthly operational incident reports detailing high profile outages.
Acting as the Out Of Hours Change Manager.
Champion Three’s quality standards and Service Management processes ensuring compliance across all operational teams.
Below we have listed some of the desirable criteria. But please add all the experience that you have so that this can be considered.
- Extensive experience in a fast-paced Operations environment working within an ITIL framework with a solid understanding of the Incident Management process.
- Strong analytical capabilities, highly organised and excellent relationship management skills.
- Energetic and pro-active with a "can-do" attitude.
- Experience of ITSM tool sets, preferably BMC Remedy.
- Proven ability to engage and communicate with senior stakeholders and support teams across any number of business functions.
- Rational and calm under pressure.
Three are a proud signatory of the Tech Talent Charter (TTC), working across industries to drive greater inclusion and diversity in technology roles.