Incident Manager

JR United Kingdom; Bristol; On-site; GBP 28,000 - 33,000; Full time

Job summary

A prominent company in the customer engagement sector is seeking an Incident Manager to enhance their support team in Bristol. This position involves managing ticket resolutions and process improvements within a robust ITIL framework. Successful candidates will bring incident management expertise and a solid understanding of IT environments, while enjoying competitive salary, annual leave, and professional development opportunities.

Benefits

25 days annual leave, increasing to 30 days with tenure

Pension scheme: 5% employee + 4% employer

Opportunities for professional development & career growth

Qualifications

• Experience in incident and problem management within an ITIL environment.
• Good understanding of IT or Telecoms environments.

Responsibilities

• Prioritise tickets and workload with Engineers.
• Manage tickets with timely updates and progress reports.
• Continuous improvement of ticket management processes.

Skills

Problem Solving

Troubleshooting

Incident Management

ITIL Experience

Understanding of IT or Telecoms

Tools

Zendesk ITSM

Job description

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Do you have IT Support and Incident Management experience? Our key client, Route 101, has asked us to exclusively support them with hiring an Incident Manager to support on their latest and largest public sector contact centre implementation.

Route 101 has been voted a "Great Place To Work" and partners with industry giants like Zendesk, Amazon, NICE, and Calabrio to help businesses build seamless customer connections using the latest contact centre technology.

Location: Bristol 5 days a week

No sponsorship provided, SC Clearance eligibility needed.

The role:

This role will sit in the Support Team and focus on ticket management and resolution for their Zendesk ITSM tool. Key responsibilities include:

• Help prioritise tickets and workload with Engineers
• Timely ticket management, sharing updates/ progress reports with customers
• Continuous improvement of the ticketing management processes
• Trigger technical escalations where required
• Run reports and trend analysis to share with Execs and customers.

What will help you succeed in this role?

• Experience in incident and problem management within an ITIL environment
• A good understanding of IT or Telecoms environments
• Good at problem-solving and troubleshooting

The salary & benefits:

• Competitive salary of £28,000-£33,000 per annum
• 25 days annual leave (increasing to 30 days with tenure)
• Pension scheme: 5% employee + 4% employer (scaling up to 9% employee + 8% employer matched)
• Opportunities for professional development & career growth

Ready to join?

Apply today with your CV and let’s chat! Be part of a team that’s shaping the future of customer engagement technology.