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Incident Manager (Customer Focused)

  • Salary: £136 - £168 per day
  • Job type: Contract
  • Location: Reading, Berkshire
  • Sector: IT
  • Date posted: 26/04/2017
  • Job reference: J365410A

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We are looking for a customer focused Incident Manager to join our client on an initial 12 month contract based in Reading.

This role is primarily a Customer Focused Relationship Manager, with a strong emphasis on Incident Management.
* Ensures Critical Problems suffered by our clients Global Service Provider customers are resolved quickly and efficiently, with processes being followed correctly.
* Holds a good understanding of problem analysis, including being able to determine both business impact and customer impact.
* Leverages the good relationship with the customer during the course of the incident and problem resolution process, through the effective use of email, telephone, Webex, video conferencing and other collaboration methods.
* Regularly interacts with the client's customer and internal teams in a coordinated fashion to ensure swift incident resolution.
* Co-ordinates root cause/operational analysis in conjunction with the High Touch Engineer (HTE).
* Carries out reporting, SLA calculations and trending analysis.
* Holds or contributes to Service Reviews with the customer.
* Looks for improvement in both Cisco and Customer processes and takes a lead in implementing changes for the benefit of the account.
* Works with HTTS/TAC, Duty Managers and BU (Business Unit) Development Engineers (DEs) to review potential product or software defects and obtain fixes.
* Leverages and contributes to Virtual Teams.

Required Background

Candidate must be a self motivated individual that is dedicated to exceeding client expectations, be willing to contribute to team efforts, and must possess strong communication and interpersonal skills:

* Initiative taker and has the ability to work outside of process.
* Experience in a support environment is strongly beneficial.
* Has a technical and networking understanding, but primarily has the ability to leverage the technical expertise of others.
* Independently coordinates and executes tasks.
* Strong understanding of business processes and the requirements in a support environment and from Cisco and the customer perspective.
* Excellent written and verbal communication skills.
* An understanding of simplifying communication to a level appropriate to the audience.
* Ability to work successfully as a team member in a cross-functional matrix environment.
* Results driven and customer focused.
* Commercial and contractual understanding is desirable, but not essential.

Interested candidates should submit their CV in the first instance - sophie . garty @ experis . co . uk and call 0161 924 3651 to discuss their application.

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