Location
Gloucester/remote
Department
Customer Operations
Advertising Salary
Competitive

About The Role

Through a culture of collaboration, learning and opportunity, Customer Service is a community of vibrant and dynamic service and technology experts, executing all facets of our operation with consistency, pride and efficiency.

Our Support function is rich in technical and customer service expertise, across traditional first, second and third line teams. We have need of an Incident Manager who will be accountable for the swift resolution of major incidents in line with our contractual SLAs. They will have the confidence and charisma necessary to manage all aspects of handling a major incident, from pulling together technical engineers to providing updates to directors. The Incident Manager will also be responsible for post-incident review processes such as the production of Incident Reports, collation of technical documentation and analysis of our incident management process.

We manage incidents from a range of technologies which include, but are not limited to:

  • Public Cloud services including Microsoft Azure and AWS
  • Private Cloud environments including Windows/Linux server management
  • Veeam backup
  • SD-WAN
  • Large Cisco MPLS Networks
  • VoIP solutions

Essential duties & responsibilities 

  • Accountability for the restoration of service during critical incidents as quickly as is possible.
  • Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls.
  • Use intuitive problem solving to form collaborative resolution plans with specific actions, roles and deadlines, and ensure these are completed.
  • Organisation of people, processes, resources and third parties – including resolving conflict to move forward to resolution.
  • Responsible for the creation and distribution of communications during the lifecycle of critical incidents.
  • Produce Incident Reports to detail root cause, incident timeline and any corrective actions.
  • Use post-incident review techniques to support and nurture Incident Management processes.
  • Coordinate the creation of technical documentation following major incidents, contributing to an ever-evolving knowledge base.
  • Use these skills to effectively manage select complex non-critical incidents through to a resolution.
  • Use Problem Management skills to support with the identification and analysis of repeat incidents.

About You

Our ideal candidate will demonstrate these traits:

  • Insatiably driven towards the restoration of service during critical customer incidents, holding themselves personally accountable for the right outcome.
  • Have the natural confidence and authority to communicate successfully with a broad range of individuals of varying seniority – and get the result you need.
  • Have a proven understanding of great customer experience at a director level.
  • Have working experience with troubleshooting or problem-solving methodologies, with an understanding of the best scenarios in which to implement them.
  • Our model candidate need not be a technical expert, but they will need an understanding of the services we provide and how they would be investigated.
  • Previous experience working as a Major Incident Manager or similar crisis management is desirable. 

About Us

Claranet combine pioneering technologies, practices, and expertise to propel our customers ambitions. Through a vibrant customer centric culture of collaboration, learning, and opportunity, we nurture a dynamic community of the best technology and service expertise spanning cloud, cybersecurity, networks, and unified communications. 

Founded in 1996, Claranet has evolved into a multi-disciplinary technology services provider with global reach. The company has annualised revenues of circa £400 million, over 6,500 customers, and more than 2,500 employees in nine countries. In the UK we have over 500 staff working in London, Gloucester, Warrington, Bristol, and Leeds, or as homeworkers.  

Claranet consistently appears in The Sunday Times Top Track 250 as one of the fastest growing privately-owned businesses in the UK. Our international success is driven by local service, out of local offices, using a mixture of local and international infrastructure, including hyperscaler clouds.

We’re working on building an ever-improving company based on openness, diversity, collaboration, and empathy as our core values, a company that aims to be inclusive for the diverse group of people we get to work with, and where everyone supports each other and celebrates successes together. We want our people to feel engaged, comfortable, and healthy—and to know that they can belong here, no matter their story or background. If this resonates with you, then come and join us

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