Incident Coordinator Lead

  • Location:

    Reading, Berkshire

  • Sector:

    IT

  • Job type:

    Permanent

  • Salary:

    £30000 - £35000 per annum + benefits

  • Job ref:

    BBBH113442_1571932196

  • Published:

    22 days ago


Incident Communications and Coordination Lead
Location: Reading

We are actively looking to secure an Incident Coordinator Lead to join Experis as one of our expert consultants, delivering services to our clients.

Experis Consultancy is a Global entity with a well-established team with over 1000 consultants on assignment across 20 clients globally. Our UK operation is growing and has very aggressive plans for expansion over the coming years. We form part of the Manpower group of companies that turn over $20 billion a year collectively.

Experis UK have partnerships with major clients across the UK spanning multiple industries; our approach is a very personal one, with both our clients and our own employees. We are passionate about training, technology and career development.

The Role

The purpose of the ICC team is to serve as a communications management and coordination team for the full suite of Microsoft properties consisting of both external and internal users. ICC supports the variety of technologies that make up the Microsoft 365 offering (SharePoint, Exchange, Lync, and others).

The ICC is a 24x7 incident management group; split across two sites, one in Seattle and one in the United Kingdom. The main focus of the team is to ensure a high level of communication quality, whilst delivering coordination on top severity incidents for Microsoft 365 services both to internal teams or users and to external users that subscribe to the service.

The ICC team deals on a regular basis with a variety of different teams across the Office 365 platform including Account Management, Service Delivery Management, Critical Situations Management as well as a host of Engineering resources across the platform.

Core ICC Duties:

  • Drive calls during service outage situations for our customers (represent the voice of the customer)
  • Develop communications with partners to deliver a timely, targeted and accurate picture of service incidents
  • Excellent analytical and organization skills
  • Provide full measurement, analysis, and reporting of all key indicators
  • Execute disaster recovery procedures when and if necessary
  • Deliver communications to strict SLAs
  • Work closely with remote support engineers
  • Communicate effectively throughout internal IT groups



Skills, experience, and technology requirements:

  • Experience working in a support organization preferable but not essential
  • Excellent critical questioning and active listening skills
  • Strong written and oral communication skills
  • Strong analytical and organizational skills
  • Experience in systems work, monitoring and helpdesk support is preferred



Additional Responsibilities as a Vendor Shift Lead:

  • Monitor and Dispatch new incident cases on our internal toolset
  • Liaise where necessary with Microsoft Support and Critical Situation Management to confirm our assistance
  • Observe active bridges and provide suggestions for communications improvements if required
  • Provide coaching and mentoring as required to other members of the team
  • Assist the team with incidents when spinning up and throughout their lifecycle as required
  • Provide feedback and improvement suggestions
  • Involvement with queries from other teams to facilitate engagement
  • Additional cover if needed for holiday and sickness
  • Ensure quality of work produced by the team
  • Attend weekly Lead Meetings to sync on cross team process (1 hour/week)
  • Lead weekly vendor meeting to push new process to the team and propagate best practice
  • Cover gaps in knowledge, processes or best working practices between back end and front end shifts to ensure both shifts are in sync
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