Major Incident & Escalations Manager – NSC Global Join to apply for the Major Incident & Escalations Manager role at NSC Global . Key Competencies Autonomy – Perform day‑to‑day activities under routine supervision with major discretion in managing problem investigations or recurring events/incident(s) by providing solutions in coordination with relevant technical resolver groups Influence – Ensure regular interaction with management and may influence immediate colleagues and liaise with other teams as and when required Co‑ordination – Work with off‑shore and on‑shore teams across service desk management, technical resolver groups, problem management, and service managers to deliver seamless service Complexity – Analyze trends and ensure consistent reporting as per client requirement from an end‑to‑end Major Incident Management perspective Business skills – Demonstrate ability to use appropriate methods, tools, and applications in a rational and organized way Problem Escalation – Escalate to elevated expertise, integrating with Problem, Change and Configuration Management where applicable Planning & Teamwork – Plan, work in a team, schedule and monitor own work within specified deadlines Technical Application – Absorb and apply technical information presented systematically Service Management Experience – Practical experience of service management systems Documentation – Propose solutions to service‑impacting problems and document all activities within the corporate tool set High Service Delivery Standard – Maintain a high standard of service delivery and associated documentation Responsibilities Escalation Management – Coordinate with Service Desk, Incident Co‑coordinators and Service Delivery Managers to identify Escalations & Major Incidents Major Incident Management – Diagnose, escalates to appropriate and consistent quality standards; coordinate Service Desk, IT support staff and customers to ensure accurate communication during escalations/major incidents Problem Management – Diagnose, log and escalates to appropriate and consistent quality standards; coordinate Service Desk, IT staff and customers during problems Post Incident Reviews – Chair Post Incident Review meetings following Major Incidents; issue written reports to management and ensure identified actions are completed in a timely manner Trend Analysis – Produce trend analysis of recurring problems/ incidents, extract key trends, hold regular meetings with IT support groups to review and press for final resolutions, produce escalation reports on unresolved issues Internal Customer Interface – Deliver high‑standard communication to customers and service area to ensure escalated incidents & problems are dealt with by priority and customer needs; attend customer meetings, review SLA performance, and represent the service viewpoint Qualifications Education – SC – IT, BCS, BCA, Bachelor Degree, or 3‑year IT diploma (or equivalent) Experience – 5‑8 years in an ITSM / Service Delivery role; at least 4 years in Technology Industry and Service Desk / Help Desk environments Knowledge – Advanced working knowledge of Customer Service; ITIL v3 Foundation; desirable understanding of infrastructure services (Network, Server, Storage), basic IT hardware & networking concepts, experience of ITIL Service Support and Delivery processes Professional skills – IT Service Desk Management, ITSM, Network+, CCNA or above (advantage) Additional Competencies Communication – Clear, presentable and excellent oral & written communication at all levels Working Together – Team player; plan, present, schedule & monitor work in line with team and project requirements Commitment – Well‑organised, disciplined and practical approach Persuasiveness – Resolve complex issues under routine supervision, advise and formulate strategies Analytical Ability – Grasp new concepts, evaluate results; good problem‑solving skills Creativity – Develop new ideas and solutions, absorb technical information and apply it effectively Job Motivation High level of interest and enthusiasm for job responsibilities and a can‑do attitude. Additional Requirements NB: Candidates MUST be willing to work in a 24x7 shift rotation. Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Information Technology Industry IT Services and IT Consulting #J-18808-Ljbffr