|Job Title:||Incident Manager|
|Salary:||Up to £26500.00 per annum|
|Contact Name:||Karen Brown|
|Job Published:||September 21, 2018 15:28|
The Incident Manager role in the UK Service Centre is account aligned, meaning you will oversee reactive support for your specific customer portfolio and form partnerships with the field Service Delivery Managers to tackle reactive challenges and make proactive suggestions where required.
The team operates within normal business hours for the UK to oversee Important and Urgent severity incidents, making sure we work with the technical customer support teams to deliver a smooth experience for our customers.
You will initially be engaging with the customers in your portfolios remotely, but continued performance and improvement in the reactive space could land you a chance to go on-site and meet the people you're working with. You will be flexible in the way you work, having time to learn and grow in a friendly, up-beat atmosphere.
What you'll be doing:
o Overseeing the reactive landscape end to end and manage any support bottlenecks to ensure smooth progression and inform key stakeholders as required.
o Managing customer and internal engineer escalations in partnership with the Service Delivery Manager.
o Creating and reviewing Incident Management reports to deliver business insights through incident categorisation and trend analysis.
o Identifying opportunities for proactive services to reduce frequency and duration of incidents.
o Collaborating with the Critical Escalation Team on any escalations relating to customer critical incidents.
o Advocating and being customer centric when engaging internally and externally to drive progression of incidents.
o Utilising appropriate escalation routes and tools to ensure the service is delivered in a timely, relevant and accurate standard.
o Participating in team meetings, discussions and other activities as required to share information, promote teamwork and collaboration through a positive attitude to support the EMEA Services Team.
Skills you will need:
·Proven analytic problem-solving skills and a logical approach to help restore normal service operation as quickly as possible and minimise the impact.
·Able to communicate clearly and efficiently via e-mail, IM, phone and face-to-face with both enterprise customers and internal stakeholders and to articulate complex problems succinctly.
·Able to develop and maintain good working relationships across local and virtual teams and to manage and prioritise communication with multiple stakeholders.
·Ability to manage your time carefully and work under pressure on multiple incidents without compromising on quality.
·Ability to understand technical incidents and communicate to both a technical and non-technical audience, ensuring both are clear on the status of the issue.
·Be proactive and resourceful in pursuit of improving customer experience
Qualifications and Experience
·Experience and commitment to enterprise level customer service and satisfaction
·Excellent written and spoken English language skills
·Bachelor Degree or equivalent experience required
·Passion for IT and Technology
·Basic understanding of ITIL/Service Management processes
·Willing and able to pass UK Security Vetting processes
·Passion for helping others
·Technical Account Management experience
·ITIL Foundation Certification
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