Job Ref: 213834430

Date: 2021-05-25 22:28:30

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Are you an Incident Manager looking for a new challenge in an interesting global technology firm?
Do you want to support bigger and more attractive multinational customers?
Would you like exposure to the latest and greatest SD-WAN, voice and security technologies?
f so, we are keen to talk with you!
We are looking for an individual with hands-on experience working in either incident, problem, or fault management or someone who has strong customer facing operations, NOC, high level support experience.
As a key member of the global incident management team responsible for prestigious multinational customers, you will be tasked with resolving critical P1 incidents in a timely manner and always delivering the highest quality of service.
The details of the role include:
Basic salary of up to £55,000 per annum
Annual bonus of 10%
Healthcare, dentalcare, excellent corporate pension scheme, 25 days holiday, life insurance
The role will be based in High Wycombe, Buckinghamshire.
The Major Incident Manager will take ownership of critical escalations from internal support teams as well as directly from customers. You will be responsible for managing and resolving severe faults, incidents, and outages on enterprise customers’ network solutions consisting of connectivity, SD-WAN, MPLS WAN, voice / UC, and security products.
You will be the pivotal lynchpin between the customer and internal technical teams, ensuring efficient and effective communication between all parties throughout the process until resolution.
In addition to critical fault and incident management, you will lead the post-mortem analysis of outages, collecting information and data, and carrying out root cause analysis in conjunction with the internal technical teams.
You will proactively track and monitor network traffic and performance to ensure minimal interruption to transmission and network switches, identifying points of critical failure to help prevent future incidents.
The ideal candidate will have experience within a customer facing incident management, problem, fault, or similar customer facing support role. You may be working for an ISP, a telecoms carrier, operator, managed service provider, or similar telco environment. Alternatively, you could be working for a corporate or enterprise but wish to enter the service provider world.
In any case, you should have an understanding and some knowledge of IP networks and ideally be able to carry out basic task such as logging into a router to extract data logs etc.
More importantly, it is essential that you can confidently converse with technical engineers and customers, understanding issues and communicating effectively at all levels.
Due to the nature of the role and the geographic spread of the customer base, additional language skills in either German, French, or Spanish language skills would be beneficial.
This is a superb opportunity for a candidate wanting to build on their current experience and take their incident manager career to the next level. If you would like to have a chat about the role, please feel free to call me or apply via the link below.
Key words: Telco, Telecoms, Carrier, ISP, Service Provider, Network Operator, System Integrator, ITIL Foundation, ITIL Practitioner, Senior Incident Manager, Major Incident Management, Escalations, Fault, Problem, Customer Operations, Alarms, NOC, SOC, Network Engineer, Technical Support, Helpdesk, Tickets, SLA, KPI, IP, MPLS, WAN, IPVPN, VPN, SDWAN, SD-WAN, Voice, UC, UCC, Unified Comms, VoIP, Security, SME, German, French, Spanish

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