Hybrid working on offer – 3 days a week from our Gateshead office and 2 from home. With flex to choose office days each week Extensive learning and development opportunities 9am-5.30pm working hours on call duties The Company: Pulsant is a leading UK digital infrastructure provider, offering innovative edge infrastructure solutions through our PlatformEdge. With 12 strategically located data centres and a dedicated team of over 300 professionals (with an average tenure of 7 years), we support 1000 clients services across the UK with cloud, connectivity, and compute services. The Role: As a Client Incident Manager you’d be responsible for effectively managing the lifecycle of Major Incidents that impact clients or critical internal infrastructure incidents. This includes ensuring rapid service restoration and ensuring follow up actions are taken, minimising business impact to the client. The role involves ensuring clients have the necessary information they require to manage their expectations throughout the process. You will also ensure Major Incident (MI) reporting is accurate and up to date. This is an exciting opportunity to be part of the Major Incident Management process, driving operational excellence, enhancing client experience, and ensuring response and resolution KPIs are met through collaboration, and process improvement What You’ll Do: Maintain accurate Major Incident (MI) reporting and drive process improvements. End-to-end management of Major Incidents, ensuring effective coordination, rapid service restoration, and minimal business impact. Provide timely, structured, and accurate updates to affected clients and key stakeholders, providing clear communication at all levels of the business. Collaborate with internal teams to deliver swift resolution. Reporting & Continuous Improvement – Prepare and present Root Cause Analysis (RCA), Reason for Outage (RFO) documents, and improvement plans, ensuring data accuracy and actionable insights to drive service enhancements. Participate in the Duty Manager rotation, covering both business hours and out-of-hours incidents, ensuring continuous service availability and business continuity. What We’re Looking For: Experience in client support, service desk management, or IT operations, ideally in a technology or infrastructure support environment. A passion for delivering outstanding client experiences Strong knowledge of incident management, major incident management, and client support best practice. Experience delivering continuous improvements against process aligned KPIs Strong analytical skills, with the ability to use data to inform decision-making and continuous improvement Strong communication skills and an ability to work well under pressure Why Join Pulsant: Supportive work environment with a focus on career growth, development, work life balance and well-being. A friendly, family-like atmosphere where almost half of the team have been with Pulsant for 5 years Benefits include hybrid working, pension, private healthcare, cycle to work scheme, free breakfast and snacks, Udemy license and more. To hear more about working at Pulsant check out: pulsant.com/careers linkedin.com/company/pulsant-limited/life/ Search lifeatpulsant on LinkedIn and Instagram The interview process will start with a phone conversation with the internal recruiter focused on your experience, career goals and your questions about Pulsant. This will be followed by a 2 stage interview process (mixture of Teams and face to face) Pulsant is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all our people. If you require reasonable accommodation to participate in the job application or interview process, please reach out to us by email: careerspulsant.com