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:

We are offering; 

• Competitive salary  
• 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 solutions, 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.