Job Specifications
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We are actively building diverse teams and welcome applications from everyone
Role: Incident Manager 6 months FTC
Located: Northampton (Ricoh operate a vibrant working policy giving you flexible hybrid working options)
Package: Competitive Salary, Pension, Benefits
About Ricoh:
Ricoh is a global technology business. As a company born in print, we design and manufacture graphic solutions that transform communications. To keep up with the pace of change in the workplace, we have built an extensive portfolio of innovative, industry-leading digital services spanning everything from Cloud & IT infrastructure solutions to process automation tools.
Everything we do is designed to help individuals achieve fulfilment through work. Through technology, we make work smarter and more creative. Enabling people to lead purposeful working lives and organisations to become more productive, sustainable and profitable.
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What you will be doing
To provide Incident Management support and guidance across ITS Managed Services Customers and assisting Service Desk, Deskside Support, SOC L2, SOC L3, Technical Assurance and Field Services teams in providing successful resolutions within agreed SLA’s whilst ensuring customer satisfaction.
Point of Contact for all Major Incidents from start to end (out of hours covered by a duty manager rota)
Identify, initiate, schedule and conduct post incident reviews and document/report back to key stakeholders within Ricoh and the customer
Incident escalation point for the Service Desk in the investigation of Incidents and the implementation of associated resolutions.
Interface with Problem Management for the escalation of repeat Incidents and to assist with Major Incident root cause analysis.
Monitor incidents to ensure that the Service Level Agreement are met managing any exclusions where appropriate and reporting back to key stakeholders on breaches and remediating actions
Maintain Incident Business Intelligence to deliver Daily, Weekly and Monthly Reports.
Provide support and cover for Problem Management – manage ‘Live’ Major Incidents and current Problem investigations when appropriate.
Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.
You will ideally have
ITIL - Foundation (minimum) or the appropriate on the job experience
Demonstrable experience of working with resolver groups in remote locations
Good organizer, priority driven, and good listener in order to provide advice and guidance
Methodical with attention to detail, but prepared to flex to meet customer expectations
Familiar with IT infrastructure (A technical background is not required)
Good Commercial awareness
We receive a high volume of applications for our roles, so we encourage you to apply as soon as possible
In return for your commitment, you can expect
We’re looking for individuals with values and causes, strengths and weaknesses, passions and ideas. Bring your unique energy, and we’ll match it with opportunities to create the future.
In return for your commitment, we can offer you:
Flexible and hybrid working in line with role requirements
An inclusive workplace
Excellent package with solid basic, strong bonus and company benefits including:
A competitive holiday entitlement, two days special leave per annum for volunteering, additional holiday purchase scheme
Flexible retirement plan
Wellbeing schemes to support your physical, emotional and financial health including Employee Assistance Programme, financial protection, life cover and will writing, medical protection, gym, travel and retail discounts, and more.
Company car / car allowance (role-specific), cycle to work scheme
Career development and life-long learning opportunities
Opportunity to join a global company
Life at Ricoh:
Ricoh’s Core Values
Our values encourage us to constantly improve and contribute to the wellbeing of all stakeholders, including our customers, employees and society.
For our leaders, we deliver training and mentorship to ensure our managers can positively contribute to our company culture, with inclusive behaviours that are aligned to our values.
Be part of something bigger
Our approach to sustainability touches every part of our organisation: from manufacturing to distribution, business sites to recycling, and how we support our customers.
By working with Ricoh, you choose to work for a company that cares about its impact on the planet and takes steps to reduce it each year. We have a number of global sustainability accreditations. You can read more about our work toward the UN's 17 Sustainable Development Goals here.
We are an equal opportunities employer
We are an equal opportunities employer
We are open to discussing adjustments to the recruitment process if needed. No
About the Company
Ricoh is a leading provider of integrated digital services and print and imaging solutions designed to support digital transformation of workplaces, workspaces and optimise business performance.
Headquartered in Tokyo, Ricoh’s global operation reaches customers in approximately 200 countries and regions, supported by cultivated knowledge, technologies, and organisational capabilities nurtured over its 85-year history. In the financial year ended March 2024, Ricoh Group had worldwide sales of 2,348 billion yen (approx. 15.5...
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