SC Escalation Manager

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Escalation Manager (ITIL, Problem & Incident Management) - Bracknell - 3 Month Contract My client, a global technology consultancy are looking to add an Escalation Manager to their ranks as part of a customer facing team based in Bracknell. The position will be on a contract basis until the end of 2019 initially and can offer a competitive daily rate. Role Background:The successful individual will be responsible for managing customer escalations for and problems or incidents via a ticketing system.You will also be responsible for attending regular customer escalation/problem meetings as well as providing reporting and closing customer escalations in the most efficient and timely manner.You will also be working with my clients teams to priortise more urgent problems and incidents to ensure smooth service delivery for the customer. Essential Experience/Skills:Candidates should have extensive experience of working within an Incident or Problem Management role in the past.Prior experience of working in a customer facing environment ideally within the Defence sector would be ideal but is not essential for the position.Candidates should also hold an ITIL Certification or be familiar working in an ITIL environment.Any experience of working IT or Networking queries and a basic understanding of them would be beneficial.Also any experience of working with high volume ticketing systems would also be an advantage.A national security clearance is required for this role but candidates not holding this level of clearance will be considered.