Support Team Incident Manager

We are seeking an experienced ITIL Incident Manager to join our team!

Job Type:Full-time, Permanent.

Reporting to: This role reports to the Support Team Leader

Candidate will need to be eligible for SC clearance for this role

We are seeking an experienced ITIL Incident Manager to work within our Support Team; primarily focused on driving support ticket management and resolution on our Zendesk ITSM Tool.

This role will cover incidents associated with all partner technologies utilised by Route 101 in the deployment of services to customers. As such you will receive overview training in key partner platform technologies such as Zendesk and NiCE CXone but having an understanding and experience of working in a technical as well as an ITIL environment is sought.

The role will involve updating customers and internal stakeholders, driving partners in ticket resolution and assisting engineers in queue management. The Incident manager will also be responsible for managing any Major Incidents driving them through to resolution while liaising with Customers.

They will also assist in defining and maintaining the Incident Management process, ensuring that it aligns with customer SLAs and provides the necessary governance around our approach to Service Management.

Key responsibilities:

• Champion the ITIL Incident Management Process within the Service Management and Operations Organisation
• Work with engineers and run reports to identify priority tickets which determines the team’s and engineer’s workstack priorities
• Ensure tickets are kept up to date and customers are informed of progress or workarounds
• Identify improvements for ticket management that can become inputs for Continuous Improvement
• Drive partner on-hold times and trigger technical escalations where required
• Manage Major Incidents ensuring Customers and other Stakeholders are kept informed of diagnostic progress and updates
• Run reports and trend analysis on repeat incidents and assist in Problem Management Reviews
• Build relationships with key internal and Customer stakeholders

Skills & Experience:

Experience:

Experience of incident and problem management within a ITIL technical environment.

A good understanding and familiarisation of IT or Telecoms technical e nvironments . Able to understand technology platforms.

Leadership:

Route 101 Operations Practices , Account Managers and Route 101 S enior M anagement and Leadership. Operating to Director level.

A strong self-starter who has motivation and confidence to manage customers and drive partner resolution times .

Stakeholder Management:

Strong analytical and problem-solving skills, with a focus on delivering practical, client-focused solutions.

Project Management:

Degree or relevant experience .

Problem Solving:

Strong analytical and problem-solving skills, with a focus on delivering practical, client-focused solutions.

Education:

Degree level or industry experience

We are offering;

• 25 days annual Leave plus public holidays scaling to 30 days on tenure
• Benefits package:
  • Pension scheme starting at 5% employee plus 4% employer - scaling to 9% plus 8% on matched basis
  • Private healthcare with option to add family members
  • Worldwide Travel Insurance (with Health Insurance)
  • Income protection scheme (75% of salary for 5 years)
  • Life cover at four times salary
  • Employee Assistance scheme
  • Employee discount programme
• Opportunity to work with leading-edge technology and high-profile customers and projects
• Professional development and career growth within a dynamic and innovative team
  
  

If you hold the relevant skills and experience , and a passion for delivering technology solut i ons , we want to hear from you! Please submit your application, including your CV and cover letter, outlining your experience and why you are the ideal candidate for this role.

Please submit your details to apply for this role.

Route 101 Ltd.
The Conifers, Filton Rd
Hambrook
Bristol BS16 1QG

All Rights Reserved / Route 101 Ltd. / Company Registration Number 08325675

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