Customer Incident Manager

Tektora Limited; Farnborough; On-site; GBP 55,000 - 75,000; Full time

Job summary

Tektora is seeking a Customer Incident Manager (Technical) in Farnborough for on-site, permanent work. You will oversee incident lifecycles, coordinate cross-functional teams, and apply Cisco expertise to accelerate resolutions.

The role requires active DV clearance and strong customer engagement across high-stakes environments. You will manage critical outages, drive service improvements, and lead reviews with customers to ensure optimal network availability and performance within regulated

Qualifications

• Active DV clearance required.
• Experience managing complex, high-pressure incidents and communicating with customers.
• Service Management certification such as ITIL Foundation or equivalent.
• Technical understanding of Cisco products and solutions.

Responsibilities

• Act as the primary escalation point between customers and internal support during incidents, keeping stakeholders informed throughout the lifecycle.
• Lead incident resolution by coordinating cross-functional teams to resolve outages and high-priority cases.
• Apply technical knowledge of Cisco products to develop resolutions for operational/technical challenges and accelerate resolution.
• Provide reactive support while building strong relationships with customer operational teams.
• Lead regular service reviews with customers and translate insights into actionable service improvements.

Skills

DV clearance

Incident management

Customer communication

Stakeholder management

Relationship building

Team coordination

On-site availability

Tools

Cisco products

Job description

Customer Incident Manager (Technical)

Location:Farnborough

Working Pattern:5 days per week on site

Type:Permanent

Salary:£55K-£75K

Clearance:Active DV clearance

Company:Tektora, supporting a growing IT consultancy

Tektora are supporting a growing IT consultancy who are looking to add a DV-cleared Customer Incident Manager (Technical) to their Farnborough team of Technology Consultants, delivering a secure network support service.

You will support complex, highly regulated network environments by providing operational oversight to some of the consultancy's most strategic and mission-critical customers, orchestrating internal support and technical resources to maximise network availability and operational efficiency.

This role would suit someone who enjoys coordinating teams to solve complex problems under pressure and building trusted customer relationships. You will work alongside an experienced team of network engineers at a growing IT consultancy.

The Role

You will be involved in:

• Acting as the primary escalation point between customers and internal support teams during incidents, keeping them informed throughout the lifecycle of each incident.
• Leading incident resolution in customer engagements, coordinating cross-functional teams to deliver timely resolution to critical outages and high-priority support cases, while drawing upon your technical expertise to ensure incident stakeholders remain focused on the critical path towards resolution.
• Applying technical knowledge of Cisco products and solutions to develop resolutions for complex operational and technical challenges, accelerating resolution and bringing consistency to how incidents are handled.
• Providing reactive support while building strong relationships with the customer's operational teams, taking proactive ownership of customer, operational, programme and service objectives.
• Leading regular service reviews with customers, identifying recurring issues or trends and translating these insights into actionable service improvements to drive higher service quality.

Key Experience Required

• Active DV clearance.
• Able to work on site in Farnborough, 5 days per week.
• Service Management orientated certification such as ITIL Foundation, or equivalent.
• Technical understanding of Cisco products and solutions.
• Experience in managing complex, high-pressure incidents and communicating clearly with customers throughout.
• Customer and stakeholder management.
• A track record of building trusted relationships with customer operational teams.

Desirable Experience

• Comprehensive experience with technologies from across the Cisco product portfolio.
• Cisco CCNA or equivalent hands-on experience.
• Experience in defence, government or other high-assurance, highly regulated environments.
• Experience in supporting complex enterprise or managed service networks.