2 of 2 Incident Management Jobs in Gloucestershire

We are seeking an experienced ITIL Incident Manager to join our team! Job Type: Full-time, Permanent. Reporting to: This role reports to the Support Team Leader Candidate will need to be eligible for SC clearance for this role We are seeking an experienced ITIL Incident Manager to work within our Support Team; primarily focused on driving support … ticket management and resolution on our Zendesk ITSM Tool. This role will cover incidents associated with all partner technologies utilised by Route 101 in the deployment of services to customers. As such you will receive overview training in key partner platform technologies such as Zendesk and NiCE CXone but having an understanding and experience of working in a technical … as well as an ITIL environment is sought. The role will involve updating customers and internal stakeholders, driving partners in ticket resolution and assisting engineers in queue management. The Incident manager will also be responsible for managing any Major Incidents driving them through to resolution while liaising with Customers. They will also assist in defining and maintaining the Incident More ❯

Lex conversational bots, Contact Lens analytics, and agent assist capabilities. Integration & Ecosystem Architect integrations with CRM/ITSM platforms (Salesforce, ServiceNow, Dynamics, Pega), WFM/QM systems, and identity management solutions. Build API-driven architectures, event streams, and real-time analytics pipelines using AWS services (Lambda, EventBridge, Kinesis, Glue, Athena). Security, Compliance & Governance Implement IAM, KMS encryption, VPC … version control for safe, repeatable deployments. Operational Excellence Define KPIs/SLAs (AHT, CSAT/NPS, abandonment rates) and build real-time dashboards for performance monitoring. Lead capacity planning, incident management, and continuous improvement initiatives. Stakeholder Engagement Conduct CxO-level workshops, translate business objectives into technical roadmaps, and maintain governance with PMO and regulatory bodies. Prepare investment cases More ❯