Job Opportunity: Technical Incident Manager

An exciting opportunity has arisen to join our clients team based in Surrey, a leading global audio visual integrator providing services across multiple client partnerships worldwide.

Key Responsibilities:

• Personally oversee and be responsible for all Priority 1 (P1) incidents and ticket escalation through to resolution.
• Manage the P1 ticket queue, ensuring severe impact issues are addressed promptly.
• Trigger the P1 workflow and ensure accurate client communications regarding ticket updates.
• Keep the Incident management system up to date throughout the lifecycle of a P1 ticket.
• Provide regular updates to internal and external points of contact, ensuring fault resolution to the client's satisfaction.
• Conduct aftercare for P1 tickets, including client feedback where appropriate.
• Align 3rd party manufacturer support contracts with commitments and manage supplier relationships.
• Develop ongoing Service Improvement Plans for the P1 process and workflow.
• Identify knowledge and skills gaps, working with team leaders to ensure alignment and development of required skills.
• Provide live updates and RCA reports during P1 incidents, with recommendations for business improvements.
• Manage Problem Management and ensure company processes align with customer requirements.
• Develop and sustain excellent customer relations while providing first-class support for ticket responses and updates.

If you are an experienced Technical Incident Manager ready to take on a new challenge and drive service excellence, we encourage you to apply and become part of our dedicated team.