Service Operations SME

Job ID





Service Operations SME
6 Month (Contract)

We have an opportunity for a Trouble Ticketing Operations Specialist to join our team in Reading.  You’ll be working closely with one of Shareholders and Managed Service Partners, to ensure that Incident and Trouble Tickets are being properly managed, allocated and in line with MBNL processes.

The Role
• Ensuring Managed Service Provider deliverables and outcomes are aligned to shareholder expectations and SLA’s
• Tracking and communicating resolution status and next steps, to all relevant parties.
• BMC Remedy incident reporting and extracting reports
• Assist in driving incidents to resolution either independently or in conjunction with MSP and other resolver groups
• Triage contacts to support teams and escalate tickets as necessary
• Identify areas for continuous service improvement.
• Ensuring that practices and processes exist and where possible are formalised and repeatable
• Plays a key role in supporting and developing the use of new BMC remedy toolset.

What we’re looking for:

Aside from excellent communication and stakeholder management skills, we’ll be looking for the following attributes:
• A background in Incident or Problem Management, with a clear understanding of Managed Service relationships.
• Experience working with BMC Remedy (or similar Trouble Ticket management system)
• Ability to implement and embed new or improved Trouble Ticket processes.
• Ability to manage multiple stakeholders, often with differing priorities, whilst maintaining a customer-centric mindset.

If this sounds like a role you can take hold of, and want to work in an Agile, dynamic yet challenging environment in the heart of Reading, we would love to hear from you!

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