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- Tasks: Manage support tickets and drive incident resolution in a dynamic ITIL environment.
- Company: Join Route 101, a forward-thinking tech company with a collaborative spirit.
- Benefits: Enjoy 25 days annual leave, private healthcare, and a strong pension scheme.
- Why this job: Make a real impact by solving customer issues and improving service management.
- Qualifications: Experience in ITIL incident management and a degree or relevant experience.
- Other info: Opportunity for professional growth and working with cutting-edge technology.
The predicted salary is between 36000 - 60000 £ per year.
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
- Experience of incident and problem management within an ITIL technical environment.
- A good understanding and familiarisation of IT or Telecoms technical environments. Able to understand technology platforms.
- A strong self-starter who has motivation and confidence to manage customers and drive partner resolution times.
- Strong analytical and problem-solving skills, with a focus on delivering practical, client-focused solutions.
- Degree level or industry experience.
We are offering:
- 25 days annual Leave plus public holidays scaling to 30 days on tenure
- 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.
Support Team Incident Manager employer: Route 101 Ltd.
Contact Detail:
Route 101 Ltd. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Team Incident Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the ITIL and support management space. Attend industry events or webinars, and don’t be shy about introducing yourself. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews by brushing up on your incident management scenarios. Think of examples where you’ve successfully resolved major incidents or improved ticket management processes. We want to hear your stories that showcase your skills!
✨Tip Number 3
Don’t just apply anywhere; focus on companies that align with your values and career goals. Check out our website for roles that excite you, and tailor your approach to show why you’re the perfect fit for their team!
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. Share any additional thoughts you have about the role or how you can contribute to their success. It shows you’re genuinely interested!
We think you need these skills to ace Support Team Incident Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in ITIL and incident management. We want to see how your skills align with the role, so don’t be shy about showcasing relevant projects or achievements!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about this role and how your background makes you the perfect fit. Keep it engaging and personal – we love to see your personality!
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled challenges in previous roles. We’re looking for someone who can think on their feet and drive solutions, so share those success stories!
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Route 101 Ltd.
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL knowledge before the interview. Be ready to discuss how you've applied ITIL principles in past roles, especially in incident management. This will show that you understand the framework and can effectively champion it within the team.
✨Familiarise Yourself with Zendesk
Since this role involves using the Zendesk ITSM Tool, it’s a good idea to get familiar with its features and functionalities. If you have experience with it, prepare examples of how you’ve used it to manage incidents or improve ticket resolution times.
✨Prepare for Scenario-Based Questions
Expect questions that ask you to solve hypothetical incident management scenarios. Think about how you would handle major incidents, communicate with stakeholders, and drive resolutions. Practising these scenarios can help you articulate your thought process clearly during the interview.
✨Showcase Your Stakeholder Management Skills
This role requires strong stakeholder management, so be prepared to discuss how you've built relationships with customers and internal teams in the past. Highlight specific instances where your communication skills made a difference in resolving issues or improving processes.