The key purpose of the role is overall lead responsibility for Severity 1 incidents to minimize outage/degradation time to the customers, within the Assurance environment. To Act as a single point of contact / interface for the customer and the Account Management Team.  To keep all parties updated at regular intervals ensuring adherence to agreed process, and SLA performance for Severity 1 incidents.

• To drive and orchestrate the effective response to Severity 1 incident resolution to the agreed contractual SLA’s.
• To deliver excellent communications during the lifecycle of a P1 major incident, to ensure all client and resources (including senior management in both organizations) are kept informed of progress throughout.
• To assemble the necessary resources (Technical, Project, Change, 3rd party where appropriate etc.) and ensure adequate and timely participation on incident resolution audios.
• To ensure managed 3rd Party and Internal Suppliers are engaged and deliver to drive incident resolution.  Instigating escalation into the Supplier base as required, ensuring timely / satisfactory and appropriate response.
• To ensure all incident management system logs are accurate, comprehensive and of a quality nature, and are updated on a regular basis detailing the flow of events and activity undertaken.
• To proactively monitor the incident management queues for customer issues to preemptively identify potential P1 jeopardy.
• To attend Service Review meetings if requested by the Service Manager.
• To attend Change Management / CAB calls and be familiar with the content ensuring any change related issues are quickly understood and acted upon where necessary.
• To respond in a timely manner to any non-incident related customer enquiries.
• To gain a clear understanding of the customers business and communication needs and priorities, and champion these in Service Assurance.
• To interface and collaborate with the Problem Management team whenever appropriate. Either post incident or in support of resolving a persistent common issue with component of the service estate managed by Service Assurance.
• Using the incident management system to undertake regular incident ticket quality checks, on an agreed proportion / sample of volume, across the clients’ incidents.
• The post holder is required to understand the regulatory, fair trading and competition rules relating to their work sufficiently, to be able to comply with them, relying on their own knowledge or on their ability to recognize that they will need specialist support.

• Matric / Grade 12
• Relevant IT related tertiary qualification and min 3 years related experience OR
• 5 years related experience if no tertiary qualification is held by applicant
• CCNP Qualification
• Drive for Results - Ability to show clear determination (focus and gusto) through the effective demonstration of leadership behaviors in autonomously owning and driving resolutions involving multiple parties.
• Customer Connected - Ability to understand service impacts on the Customer Business Units and services, and use this insight to drive resolution activity and solutions.
• Inspiring - Ability to persuade and influence across matrix teams (internal and external) and organization layers to deliver results for the Customer.
• Straightforward - Strong communication skills (verbal and written).  Ability to interpret and clearly communicate complex scenarios to Senior Customer and internal parties.
• Trustworthy - Ability to develop long-term trusting relationships with Customers, suppliers, and key stakeholders