Customer Incident Manager

Based at the operation centre in Sofia - Bulgaria this team of service professional is responsible for managing day to day support of our Full Service customers in both the wholesale and corporate sector.
Multilingual and international in its make up, it is responsible for providing the highest level of support to customers across many geographies (US/EU/NA/ME) and product types.
The team is sufficiently technical in that it understands complex and integrated product offering in the Telco / ISP markets and can drive best in class SLA response for its client.

• Being the first point of escalation for the customer support organisation for incidents related specifically to IRT’s portfolio of Network and Managed Hosting services.
• Ensuring Incidents are resolved within SLA, MTTR targets are met, internal/external communications are maintained and operational objectives are achieved.
• Own and manage the progress of customer Incidents/Problems within Operations, clearly recognising the customer issue and driving to resolution through establishment and engagement of a “virtual support team” drawn from Interoute’s Network, Hosting and Datacenter Operations teams.
• Manage daily internal meetings to track and drive Customer Incident handling.
• Provide detailed post incident / reason for outage reports (RFO) to customers with internal information and reports obtained from third party suppliers/vendors.
• Provide mentoring and guidance for Customer support staff on good customer service practice and Standards.
• Run and analyse reports to identify potential customer issues, recurring faults and drive improvement programs from this analysis.

• 5+ years Customer Support/Service experience with at least 3 years in a Incident / Service Management role
• 5+ years experience in a Managed Hosting, Telecoms or ISP environment.
• Experience of working with internationally based customers and service providers
• Depth of understanding of the processes and practices of Customer Support and Service Level Management. (ITIL, ETOM, MOF etc…)
• Ability to understand and improve operational process & Procedure.
• Proven track record of working within standards based operations environments.
• Able to communicate in fluent English and at least one other European Language
• Demonstrated ability to matrix manage across the business to achieve maximum results for clients.
• Significant experience in managing escalated incidents through to resolution.
• Ability to operate within an engineering and Senior Management environment.
• Certification in ITIL to Foundation level or above would be a distinct advantage.

• High level of customer focus.
• Proven achiever with a desire to progress.
• Team player but must be able to work on own initiative.
• Open mind to different approaches to service development and deployment.
• Able to work under pressure and to deadline.
• Highly solutions oriented and able to manage and motivate teams in a matrix environment, internally and externally.
• Able to influence both senior management and engineers.
• Able to resolve problems/incidents quickly, accurately and through to resolution / closure.
• Positive and approachable.
• Able to demonstrate a high level of trustworthiness.
• Able to technically understand the issue and guide others towards a faster resolution.
• Fluent in English. Additional European languages a distinct advantage (French, German, Italian, Spanish).