On-site DV-Cleared Technical 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

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