Technical Incident Manager

Role Overview:

proAV are a leading global audio visual integrator, providing AV and event services across multiple client partnerships globally.

Our immediate requirement is for an experienced Technical Incident Manager to be a key part of our Egham team, representing proAV, taking full responsibility for personally overseeing all P1 incidents and ticket escalation through to resolution.

This is an exciting opportunity for an exceptional, experienced Technical Incident Manager to join an established operation with scope to drive and enhance the service at every opportunity.

Experience and seniority of the position will be reflected by the remuneration and benefits package.

Key Responsibilities:

* To personally oversee and be responsible for all P1 incidents and ticket escalation through to resolution.

* Manage the P1 ticket queue

* Priority 1 cases for severe impact issues within a customer, typically key technologies, high profile Client’s, or issues significantly hampering normal operation for multiple staff or locations. These cases are escalated within our business so that we have both technical, commercial, and managerial resources focused on minimising the impact to our customer. P1 cases may also have been escalated from a lower priority if they have been unresolved for a prolonged amount of time, fallen out of SLA, or subject to requested escalation by the customer or proAV management

* Responsible for the trigger of the P1 workflow

* To provide accurate and concise client communications with regards to ticket updates and management including specific reporting to Service Account Managers and Service Delivery Managers

* Ensuring the Incident management system is kept up to date throughout the lifecycle of a P1 ticket.

* Agree timelines and provide regular updates on a case by case basis to both internal and external points of contact.

* Ensuring fault resolution is to Clients satisfaction whilst ensuring the commercial impact of the account is upheld

* After care for P1 tickets, including Client feedback where appropriate

* Ensuring process alignment is in place to manage similar repeat P1 tickets

* Knowledge and understanding of 3rd Party manufacturer support contracts – working with key partners in overall delivery of service to clients. Reviewing and aligning 3rd party support offerings with proAV contracts and commitments, this will include working with Suppliers & Manufactures / proAV global Partners as well as key proAV personnel.

* Responsible for the P1 ticket process and workflow, including Development of ongoing Service Improvement Plans and initiatives for the P1 process and workflow.

* Assist in the development of processes to constantly improve proAV service management, including working with technical leads throughout the business to align process and responsibilities.

* Identification of knowledge and skills gaps, working with Team leaders to ensure alignment and development of skills required to deliver and develop the service provided by proAV.

* Reporting

* Responsible for proving live updates to the Customer and proAV key contacts throughout the duration of a P1 incident.

* Responsible for providing RCA reports

* With recommendations to be issued for business improvements.

* Working with key Client contacts during and after P1 incidents to ensure resolution and overall satisfaction

* Responsible for Problem Management

* Ensuring the Company process is aligned with Customer requirements and fit for purpose

* Manage the RACI process and owners

* Developing and sustaining excellent Customer relations whilst providing first class support for ticket responses and updates.

About Us:

proAV designs, integrates and supports blended technology solutions with AV, UC and beyond including end-to-end services and 24/7/365 support to enhance global collaboration and empower your world of communication.

From reviewing technology to integration to post-deployment support, you’re in safe hands when you trust your AV and UC to proAV.

We are recognised as one of the AV industry’s most powerful international delivery and support operations trusted by a varied client base in more than 80 countries across 6 continents. To date, we have completed 700+ projects outside of the UK that meets the demands and challenges of a globalised marketplace, keeping the lines of communication and collaboration open.

From our state-of-the-art Customer Services Centre and Video Network Operations Centre (VNOC) our dedicated teams manage, monitor and protect our global clients’ business-critical AV systems architecture, products and technologies 24/7/365.

Equality, Diversity & Inclusion

proAV is an equal opportunity employer that is committed to supporting and promoting an inclusive culture for all employees and job applicants. We want everyone to feel comfortable being themselves and create a culture where we understand and respect each other’s differences. proAV does not tolerate discrimination based on age, disability, gender identity, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. We make employment decision based on the needs of our business and the qualifications and/or experience of the individual. proAV offers personal and professional development opportunities, not just through traditional qualifications, but also through Apprenticeship schemes, internal training and mentorship programmes. We support employees and job applicants with their work-life balance through our family friendly policies and practices. We encourage all to apply