At a Glance
- Tasks: Manage incidents and problems to ensure smooth IT operations and customer satisfaction.
- Company: Join a young, innovative tech company with a vibrant culture in Leeds.
- Benefits: Flexible working hours, remote work options, and great career progression opportunities.
- Other info: Dynamic environment with potential to grow into a Customer Success Manager role.
- Why this job: Be part of a team that helps global brands tackle cyber threats and improve resilience.
- Qualifications: Experience in incident management and customer support, with strong problem-solving skills.
The predicted salary is between 40500 - 49500 £ per year.
Reporting to the Technical Services Support Manager, the Incident & Problem Manager will be responsible for managing the day-to-day activities of Incident and Problem Management, within both the client portfolio and its internal IT systems. This role will be responsible for the lifecycle and management of Incident and Problem records associated with the services provided to ensure governance is applied at all times. The main aspect of the role is to manage the overall process of finding, fixing, identifying and understanding the underlying causes of the incidents, to control and eliminate the root cause to ensure the issues do not re-occur.
This role is ideal for anyone with a service desk background, a senior technical support analyst/team leader who has a passion for service excellence and customer experience. It also offers great career progression and potential for someone to become a Customer Success Manager. It would require you to be in the office (Leeds) to work closely with the main support function in the office. However, we are flexible around start times and there would be the opportunity to work from home part of the week going forward and after the first few months.
Key Responsibilities
- Incident Management: Ownership of the end-to-end Incident Management Process, ensuring the flow is fit for purpose and supports the targeted Incident SLA’s for customers. Define and deliver scheduled reports and dashboards in a variety of formats that demonstrate performance against KPI’s and any areas of focus required to reduce incident resolution times and/or volume. Responsible for the production of Post Major Incident Reports, ensuring the incident details are comprehensive and allow for effective root cause analysis.
- Problem Management: End-to-end management of all Problems, from initial logging, through to Problem Resolution/Closure and risk management sign off where needed. Manage and report on Problem management activities ensuring objectives and KPIs are monitored and adhered to. Define/maintain the Problem Acceptance Criteria and ensure all problem tickets meet the requirements of problem management classification. Take ownership of the Problem Management and CSI process ensuring the workflows underpin the business goals of reducing Incident volumes and Technical Debt and increasing system availability across all services.
Skills and Experience
Essential:
- Practical experience of Incident & Problem Management.
- Proven customer support experience in a diverse environment, with a particular emphasis on the use of Incident and Problem Management processes.
- An understanding of Service Level Agreements (SLAs) and their application.
- Knowledge and use of Service Management software, preferably ServiceNow.
- Strong business skills with a proven track record in process development and execution.
- An ability to get things done in a matrix environment through persuasion and influence.
- Strong peering skills and ability to influence across disciplines with credibility.
Desirable:
- Certification in and commitment to service management best practice as defined by ITIL.
Incident Manager in Milton Keynes employer: Enorth Staffing Limited
Join our innovative and dynamic technology services company in Leeds, where we pride ourselves on fostering a collaborative work culture that values service excellence and customer experience. With opportunities for career progression, including the potential to advance to a Customer Success Manager role, we offer a flexible working environment that supports both in-office collaboration and remote work options. Our commitment to employee growth, combined with our impressive client portfolio, makes us an exceptional employer for those looking to make a meaningful impact in the tech industry.
StudySmarter Expert Advice🤫
We think this is how you could land Incident Manager in Milton Keynes
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Enorth Staffing Limited values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Enorth Staffing Limited might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Enorth Staffing Limited!
✨Direct Apply to Enorth Staffing Limited
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We think you need these skills to ace Incident Manager in Milton Keynes
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Enorth Staffing Limited.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Enorth Staffing Limited. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Enorth Staffing Limited
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
