Customer Incident Manager (Technical)

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

Job summary

Tektora Limited in Farnborough is seeking a DV-cleared Customer Incident Manager (Technical) to join their team of Technology Consultants, delivering a secure network support service.

You will coordinate cross-functional teams to resolve complex incidents in highly regulated environments, maintaining strong customer relationships and clear communication as incidents progress. On-site work five days a week is required.

Qualifications

• 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.

Responsibilities

• 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.
• Applying technical knowledge of Cisco products and solutions to develop resolutions for complex operational and technical challenges.
• Providing reactive support while building strong relationships with the customer's operational teams.
• Leading regular service reviews with customers, identifying recurring issues and translating insights into actionable service improvements to drive higher service quality.

Skills

Incident management

Customer relationship management

Stakeholder management

Cross-functional coordination

Technical communication

Education

ITIL Foundation

Cisco CCNA or equivalent

Tools

Cisco networking

Job description

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.
• PMP certification.

Interested?

Tektora are looking to speak with DV Cleared Customer Incident Managers, Major Incident Managers and Service Delivery Managers who combine incident command and customer ownership with a solid technical understanding of Cisco networking.

Please note that active DV clearance is a mandatory requirement for this position.