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- Tasks: Manage critical incidents and ensure smooth communication with customers.
- Company: Join a dynamic team focused on high-touch technical support for major clients.
- Benefits: Enjoy a contract role with potential for remote work and valuable experience.
- Why this job: Perfect for those who thrive under pressure and want to enhance customer experiences.
- Qualifications: Must have DV clearance and 5+ years in incident management.
- Other info: Immediate interviews available; apply now to secure your spot!
The predicted salary is between 36000 - 60000 £ per year.
Location: Bedford, UK (Sometimes Onsite)
Clearance Required: DV Cleared - Mandatory
Employment Type: 6 months Contract
Join Our High Touch Operations Team
We're seeking a dedicated and experienced Incident Manager (High Touch Operations Manager (HTOM)) to join our London-based team. This is a key customer-facing role supporting a High Touch Technical Support (HTTS) programme for strategic accounts. If you're passionate about customer experience and thrive in high-pressure environments, we'd love to hear from you.
What You'll Be Doing:
- Manage and support the delivery of the High Touch Technical Support programme to major customers
- Ensure follow-up and closure of critical incidents, providing consistent updates and resolution progress
- Monitor service alerts and new support cases, driving them to resolution
- Act as a key liaison between internal teams and customers, ensuring smooth communication and issue management
- Use collaboration tools (phone, email, video conferencing) to maintain a strong customer relationship
- Conduct root cause and operational analysis in collaboration with engineers and technical teams
- Produce reports, service-level calculations, and trend analysis
- Participate in and lead service review meetings with customers
What We're Looking For:
- DV Clearance (Developed Vetting) - Required to be active
- Service Management experience - Required
- Proven incident management experience (5+ years)
- Demonstrated conflict management skills in customer-facing environments
- Familiarity with ITIL frameworks (ITIL v4 Foundation desirable)
- Technical knowledge in networking (desirable)
- Experience in vendor management and working within SLA-driven environments
- Exposure to Lean Six Sigma methodologies is an advantage
- CCNA and/or Cisco Certified Support Technician (CCST) - Preferred
This is an urgent vacancy where the hiring manager is shortlisting for an interview immediately. Please apply with a copy of your CV or send it to raghav. Manrai @ randstad.co.uk
Randstad Technologies is acting as an Employment Business in relation to this vacancy.
Incident Manager employer: Randstad Technologies
Contact Detail:
Randstad Technologies Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Incident Manager
✨Tip Number 1
Familiarise yourself with the ITIL framework, especially if you have a background in service management. Being able to discuss how you've applied ITIL principles in your previous roles can set you apart during interviews.
✨Tip Number 2
Brush up on your conflict management skills. Prepare examples of how you've successfully resolved conflicts in customer-facing situations, as this is crucial for the Incident Manager role.
✨Tip Number 3
Highlight your experience with collaboration tools. Be ready to discuss specific instances where you've used these tools to maintain strong customer relationships and manage incidents effectively.
✨Tip Number 4
If you have any experience with Lean Six Sigma methodologies, make sure to mention it. This could give you an edge, as it shows your ability to improve processes and drive efficiency in incident management.
We think you need these skills to ace Incident Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your incident management experience and service management skills. Use specific examples that demonstrate your ability to handle high-pressure situations and customer interactions.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer experience and your familiarity with ITIL frameworks. Mention your DV clearance and any relevant certifications like CCNA or CCST to stand out.
Highlight Relevant Experience: In your application, emphasise your experience in managing critical incidents and working within SLA-driven environments. Provide concrete examples of how you've successfully resolved issues and maintained customer relationships.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any errors. A polished application reflects your attention to detail, which is crucial for an Incident Manager role.
How to prepare for a job interview at Randstad Technologies
✨Understand the Role
Make sure you thoroughly understand the responsibilities of an Incident Manager. Familiarise yourself with the High Touch Technical Support programme and be ready to discuss how your experience aligns with managing critical incidents and customer relationships.
✨Showcase Your Experience
Prepare specific examples from your past roles that demonstrate your incident management skills, particularly in high-pressure environments. Highlight any relevant experience with ITIL frameworks and conflict management to show you can handle challenging situations effectively.
✨Communicate Clearly
As this role involves liaising with customers and internal teams, practice clear and concise communication. Be prepared to explain complex technical issues in a way that is easy for non-technical stakeholders to understand.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's approach to incident management and customer support. This shows your genuine interest in the role and helps you assess if the company culture aligns with your values.
