Incident Management Team Leader

**About The Role**

The Incident Management Team is responsible for restoring service as quickly as possible during customer outages. Our technically adept engineers use a range of skills and techniques to achieve this outcome within agreed SLAs. We resolve incidents acrossa spectrum of priorities, from business-critical major incidents to lower priority degradation of service. Incident Management also provide other services to our department as a collection of technical experts, for example owning knowledge management, reportwriting and support with escalated service requests.
Reporting to, and working closely with the Incident Management Manager, the Incident Management Team Leader is a senior role within the team; responsible for setting standards, monitoring performance and providing a source of experience, coaching and supervisionto the Incident Management Team. The Incident Management Team Leader combines high standards and proven experience to influence high performance and development as part of a cohesive team.

**Essential duties & responsibilities**
- Line management responsibility for some members of the team, including rota management, regular 1:1s, appraisals etc
- Coaching and development support for the team
- Supervision and responsibility for the successful completion of the Incident Management Team’s daily tasks, for example running team meetings, supporting the team by enabling the swift progression of tickets and ensuring that the team adhere to ticket managementSLAs.
- Supporting the team with the creation and maintenance of process documentation, proactively updating as and when required.
- Organise, motivate and coach the team to fulfil the promised levels of support to Claranet customers
- Agree and fulfil customer communication plans during faults, conversing directly with customers personally on occasion.
- Act as a point of escalation for the team, Claranet’s senior managers and Claranet’s customers alike
- Be continually aware of market best practices
- Work with Claranet’s other support teams to ensure service levels are met during high impact and complicated cases
- Act as an advocate for the wider support function
- Deputise for the Incident Management Manager
- Proactively escalate significant cases, briefing Claranet managers where appropriate
- Support the Incident Management Manager in analysing data and identifying themes to aid innovation in service improvement

**About You**

**Position specifications**

**Essential**:

- In-depth knowledge of Claranet’s product offerings
- A proven track record of working in ISP, Managed Service or Telecoms companies
- Experience of working in a highly pressurised environment in terms of volume and intensity of activity
- Excellent communication skills, both written and verbal
- Proven record of accomplishment in providing customer support
- Able to work autonomously, identifying and prioritising tasks; experienced enough to know when to seek input from others
- Highly motivated, pragmatic and energetic team player, positive, determines and driven with a can-do attitude
- Experience in motivating people and desire to join a fast paced and evolving organisation
- Build and maintain strong working relationships with Claranet’s partners/suppliers and internal stakeholders

**In addition, the following are highly desirable**:

- Previous ISP, Managed Service or Telecoms experience
- Relevant industry qualifications

**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 serviceexpertise 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 £520 million, over 10,000 customers, and more than 3,000 employees in nine countries. In the UK wehave 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 otherand 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.