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Advantage Technical Resourcing  

Incident Manager

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Incident Manager – Reading – Salary up c29,000 – Initial Contract until 30th June (Likely to be extended)

The Company

Advantage Resourcing are working closely with a leading global IT & Gaming organisation to recruit for a Incident Manager in their headquarters in Reading.

The Role

You will oversee reactive support for your specific customer portfolio and form partnerships with the field Service Delivery Managers to tackle reactive challenges and make proactive suggestions where required.

Main Duties:

  • Overseeing the reactive landscape end to end and manage any support bottlenecks to ensure smooth progression and inform key stakeholders as required.
  • Managing customer and internal engineer escalations in partnership with the Service Delivery Manager.
  • Creating and reviewing Incident Management reports to deliver business insights through incident categorization and trend analysis.
  • Identifying opportunities for proactive services to reduce frequency and duration of incidents.
  • Collaborating with the Critical Escalation Team on any escalations relating to customer critical incidents.
  • Advocating and being customer centric when engaging internally and externally to drive progression of incidents.
  • Utilising appropriate escalation routes and tools to ensure the service is delivered in a timely, relevant and accurate standard.
  • Participating in team meetings, discussions and other activities as required to share information, promote teamwork and collaboration through a positive attitude to support the EMEA Services Team.

Successful Candidates:

  • Ideally similar background with IT or Technology industry experience
  • Willing and able to pass UK Security Vetting processes
  • ITIL Foundation Certification
  • Proven analytic problem-solving skills and a logical approach to help restore normal service operation as quickly as possible and minimize the impact.
  • Able to communicate clearly and efficiently via e-mail, IM, phone and face-to-face with both enterprise customers and internal stakeholders and to articulate complex problems succinctly.
  • Ability to understand technical incidents and communicate to both a technical and non-technical audience, ensuring both are clear on the status of the issue.

If you have the skills and experience for this role, please apply with your up to date CV. Ref 824858

Advantage Resourcing is a service driven recruitment consultancy.

Job reference:
Temporary or Contract
Immediate start
12 Months
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Contact Details

Advantage Resourcing
Advantage Technical Resourcing
Telephone Number (0)161 817 6368

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