IT Incident Coordinator

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IT Incident Coordinator

Date: 08-Jan-2017

Location: London, United Kingdom

Company: Burberry Limited

Req ID: 97226

Founded in 1856, Burberry today remains quintessentially British, with outerwear at its core.  Digital luxury positioning and intensive focus on design innovation, quality and heritage icons ensure continued brand purity and relevance globally across genders and generations. Burberry believes that in order to be a great brand it must also be a great company and constantly leverages the energy of its compassionate and creative thinking culture to continually innovate and drive the brand forward. Headquartered in London, Burberry is a design, marketing and retail led business with a global reputation for innovative product design, digital marketing initiatives and dynamic retail strategies.

PURPOSE 

The IT Incident Coordinator is a member of our IT Service Management Office team.

The purpose of the role is to efficiently coordinate IT incidents (including major incidents) through to resolution whilst leading investigations involving internal and third party IT teams

The successful individual will assist on documenting solution mapping, incident root cause analysis and key service escalations paths for internal and third party IT teams.

RESPONSIBILITIES

  • Lead incident investigation, coordinating internal teams and external service providers to restore service and if possible to determine the underlying root causes of issues
  • Adopt and champion Service Management processes
  • Subject Matter Expert for key services
  • Point of reference to business stakeholders whilst clearly communicating progress and improvement plans
  • Report KPIs, Incident volume and current incident trending
  • Work closely with the Incident Management team during major incident review sessions to ensure that all relevant information is documented appropriately
  • Following up and working with teams to ensure aging incidents are resolved quickly.
  • Own the incident management relationship with relevant external vendors
  • Work closely with the Problem and Change teams to promote service improvement activities.

PERSON PROFILE

  • Experience of operating in a diverse global environment with both internal and 3rd Party/ external resources
  • Experience working with technical IT teams
  • Experience of working within ITIL (or equivalent) environment
  • Exceptional verbal and written communication skills
  • Degree educated within computer science field or similar.

Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.

Posting Notes: United Kingdom || Not Applicable || London || Information Technology || Service Delivery || n/a ||


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