Description
Incident Manager required to join a team that leads the response to high priority customer escalations / incidents. The team operates globally across EMEA, Americas, and APAC, ensuring consistent, high quality management of business critical incidents for strategic enterprise customers. The role ensures rapid resolution, maintains executive level communication, and contributes to continuous improvement of the global incident process.
This position requires excellence in communication, stakeholder management, and cross team coordination.
Candidates must be citizens of the UK, USA, Canada, Australia, or New Zealand and must be based in the UK.
Key Responsibilities
• Lead and manage P1 customer escalations, ensuring adherence to the incident process.
• Drive timely, accurate communication and provide clear incident ownership.
• Coordinate technical and non technical teams to accelerate issue resolution.
Visibility & Escalation Management
• Provide internal visibility for complex, mission critical, or politically sensitive incidents.
• Identify systemic issues and escalate them to the appropriate engineering, process, or leadership groups.
Cross Group Communication & Leadership
• Engage confidently with customer and partner stakeholders, including senior executives.
• Mentor internal support teams to ensure consistent, high quality execution of the incident process.
Required Experience, Skills and Qualifications
• Strong written and verbal communication skills.
• Demonstrated Experience in a customer facing or escalation focused role.
• A background in incident management, customer success and or service delivery.
• Strong problem solving, negotiation, and stakeholder management abilities.
• Ability to communicate assertively and effectively across all management levels.
• Proven Experience managing complex escalations across multiple teams.
• Strong collaboration skills with the ability to influence across functions.
• Highly organized, action oriented, and capable of driving critical issues to resolution.
Skills
1. incident management
2. major incident
3. Azure
4. Windows
5. Network
Employee Value Proposition
Exposure to range of enterprise clients with a wide range of critical issues
18mth intent
fully remote
Job Title: Incident Manager
Location: London, UK
Rate/Salary: - GBP Daily
Job Type: Contract
Trading as TEKsystems. Allegis Group Limited, Maxis 2, Western Road, Bracknell, RG12 1RT, United Kingdom. No. 2876353. Allegis Group Limited operates as an Employment Business and Employment Agency as set out in the Conduct of Employment Agencies and Employment Businesses Regulations 2003. TEKsystems is a company within the Allegis Group network of companies (collectively referred to as "Allegis Group"). Aerotek, Aston Carter, EASi, Talentis Solutions, TEKsystems, Stamford Consultants and The Stamford Group are Allegis Group brands.