Duty Manager Job Description Do you enjoy working with a down to earth, supportive team but at the same time be relied on to use your own initiative to find solutions to problem out in the field? Our Field teams are critical in the delivery of our contracts, whether that is delivering or supervising maintenance, installation, cabling or civils works. Help build and keep the nation's critical infrastructure connected and protected 24/7.
The role of Duty Manger is to ensure the quality and progression of all incidents, particularly focused on Outages and high priority incidents and keeping KPI performance high and cost penalties low.
What you’ll do:
- Provide support to internal and external within agreed service levels.
- Take a proactive approach towards problem solving and identifying areas requiring improvement.
- Participation, through effective team working, in meeting business performance targets, thereby contributing to the achievement of the overall business objectives and critical success factors
- All audits of resolved incidents are carried out.
- All incidents have the latest up to date information and Taskings are relevant and being progressed.
- Ensure that the incident record is kept up to date throughout the incident lifecycle.
- Responsible for all incidents within the incident management solution.
- Tickets owned are notified/escalated as appropriate in line with KPIs (Check and escalate failures)
- Any process breach is escalated against tickets that are owned.
- Identify capability issues with any Shift Engineer and escalate as appropriate.
- Correct Operational Categorisation of all tickets owned
Key Requirements:
- ITIL Foundation V4
- Experience of delivering against KPIs/SLTs
- Proficient with Microsoft Office Suite or related software
- To work day and night shifts - 4 days on 4 days off, 4 nights on 4 days off
What we offer:
A career at Telent can span many sectors, roles, technologies and clients giving you the opportunity to develop, learn new skills and make an impact. We are growing and we rely on our committed Team to deliver.
We nurture the talent that makes this happen, by our on-going commitment to creating an inclusive culture that respects and values difference, that celebrates diverse ideas. We want everyone to feel they can be themselves and to thrive at work.
The additional benefits with this role:
- 25 shifts holiday and the option to buy or sell days annually
- BEN 1 Vehicle or Allowance
- Company pension scheme
- A range of family friendly policies
- Occupational health support and wellbeing Portal
- Discounts on Cinema, Restaurants and Shopping with Telent Reward scheme.
Learn more about Telent:
We’re passionate about creating an environment that champions diversity and inclusion, where everyone feels they belong, can be themselves and empowered to reach their full potential. People are at the heart of our business, and we believe that our teams should reflect the diverse experiences and backgrounds of the communities we support.
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About Us About Telent
Telent is a leading technology company and specialist in the design, build, support and maintenance, drawing on decades of experience in mission critical communications and technology. of the UK’s critical digital infrastructure. The work we do helps connect thousands of people and communities, using the best technology and innovation available. When you join us, you’ll have the opportunity to make a real impact on all our futures by fulfilling your potential and delivering high performance. We work together to make everyday life work better for everyone. You’ll be part of a team of more than 3,000 brilliant, dedicated people committed to getting the job done well.
Brilliance brought together.
We are guided by our values and behaviours:
Be Inclusive
Take Responsibility
Collaborate
Be Customer-focussed
