Incident Manager

Job Title: Incident Manager
Location: Bedford, UK (Sometimes Onsite)
Clearance Required: DV Cleared - Mandatory
Employment Type: 6 months Contract

We're seeking a dedicated and experienced Incident Manager (High Touch Operations Manager (HTOM)) to join our London-based team. This is a key customer-facing role supporting a High Touch Technical Support (HTTS) programme for strategic accounts. If you're passionate about customer experience and thrive in high-pressure environments, we'd love to hear from you.

• Manage and support the delivery of the High Touch Technical Support programme to major customers
• Ensure follow-up and closure of critical incidents, providing consistent updates and resolution progress
• Monitor service alerts and new support cases, driving them to resolution
• Act as a key liaison between internal teams and customers, ensuring smooth communication and issue management
• Use collaboration tools (phone, email, video conferencing) to maintain a strong customer relationship
• Conduct root cause and operational analysis in collaboration with engineers and technical teams
• Produce reports, service-level calculations, and trend analysis
• Participate in and lead service review meetings with customers

• DV Clearance (Developed Vetting) - Required to be active
• Service Management experience - Required
  
• Proven incident management experience (5+ years)
  
• Demonstrated conflict management skills in customer-facing environments
  
• Familiarity with ITIL frameworks (ITIL v4 Foundation desirable)
  
• Technical knowledge in networking (desirable)
  
• Experience in vendor management and working within SLA-driven environments
  
• Exposure to Lean Six Sigma methodologies is an advantage
  
• CCNA and/or Cisco Certified Support Technician (CCST) - Preferred

This is an urgent vacancy where the hiring manager is shortlisting for an interview immediately. Please apply with a copy of your CV or send it to raghav. Manrai @ (url removed)

Randstad Technologies is acting as an Employment Business in relation to this vacancy.