DV-Cleared Incident Manager: Cisco Network Lead

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

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.