Deployment Issue & Incident Management Support
Duration: 6 months (initial)
IR35 Status: Inside IR35
Location: Fully Remote

Our client, a major UK retail and financial services provider, is seeking a Deployment Issue & Incident Management Support Specialist to join their team on a hardware deployment project. Reporting to the Project Manager, you'll work alongside Schedulers and collaborate closely with BAU teams to ensure a seamless deployment process.

Key Responsibilities:

Provide scheduling and planning support, ensuring efficient deployment timelines.
Offer administrative and project support, keeping documentation and workflows up to date.
Coordinate, manage, and drive issue resolution during deployment.
Act as the key point of contact for day-to-day incident management, proactively identifying and resolving deployment issues.
Liaise with delivery partners and BAU support teams to facilitate smooth issue resolution.
Monitor and report on deployment progress, highlighting any roadblocks.
Own and drive incident resolution, ensuring escalations are handled promptly and effectively.
Maintain detailed documentation, including incident logs and daily progress reports.
Work closely with internal schedulers to address any programme or branch-raised incidents.
Co-chair daily WAR room meetings, updating teams on incident status and new developments.
Engage with stakeholders, providing regular reports to programme management on incident resolution progress.
Raise, track, and manage incident tickets in ServiceNow to ensure issues are properly logged and resolved.
Required Skills & Experience:

1st-line support experience, with the ability to diagnose and escalate hardware deployment issues.
Experience using ServiceNow for incident logging, tracking, and resolution.
Hands-on experience in incident management, ensuring timely resolution of deployment-related issues.
Dealing with Initial triage of issues that come from hardware deployment
Excellent problem-solving skills, with a proactive approach to identifying and resolving challenges.
Meticulous attention to detail, ensuring accuracy in reporting and documentation.
Ability to work effectively under pressure in a fast-paced deployment environment.
Strong stakeholder management skills, collaborating with internal teams and delivery partners etc