Client Support  |  London, UK  |  Full Time  |  Experienced

Support Incident Manager

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We are looking for a dynamic Incident Manager to join our Client Support department. In this role, you will be charged with reviewing and refining the incident management process and managing the lifecycle of all incidents that fall under that process. The main goals are to follow incident management protocols, ensuring swift and consistent client communication until agreed resolution, personally lead the client communication activity, as well as communicate internally with Support staff assigned to the case in question and oversee collaborative efforts from 3rd line support team such as Product Development.

You will also log and categorise all such incidents to help identify recurring scenarios with the aim of to improving services. You should be process orientated, have a client facing attitude, possess strong communication skills and an aptitude for developing and improving procedures.  Ultimately, an outstanding incident manager should excel at multitasking and remain judicious in a busy, challenging, and exciting environment.  MRI will rely on you to communicate with our clients, listening to the client and showing empathy. You will provide a consistent and professional experience and help ensure an appropriate response to critical and serious incidents across a range of products.  


Incident Manager Responsibilities:

  • Owning the process for serious and critical incidents
  • Producing documents that outline incident investigations protocols and solutions
  • Responding to a reported incident, establishing a communication plan with the Client and initiating the incident management process.
  • Prioritising incidents according to their urgency and influence on Client’s business
  • Collaborating with colleagues to ensure that all processes are diligently followed.
  • Logging all incidents and their resolution to see if there are recurring service issues
  • Adjusting the incident management process as required to ensure its effectiveness
  • Communicating with senior management 

Incident Manager Requirements:

  • At least 3 year’s experience working in IT Support, or a similar role
  • Strong knowledge of IT service management software including ITIL
  • Experience working with IT systems in application support
  • Ability to collaborate with team members
  • Ability to analyse a high volume of technical data and work in a fast-paced environment
  • Strong problem solving, analytical, and time management skills


Joining MRI Software means teaming up with the world’s most innovative and comprehensive provider of real estate technology with over 50 years in the space. It means being welcomed into a family of industry professionals who are united in giving organisations the freedom to transform the way communities live, work and play. The only way to carry out that mission is to hire the absolute best employees on earth.  People like you!

Be a part of a progressive workplace environment where you can learn and where your personal journey is taken seriously.

Work alongside an established and leading proposition which continues to redefine the property tech world. 

Join a business where all 2,000+ of our immensely talented employees are listened to and make a real difference.

We know how to reward outstanding performance, recognise effort and celebrate our wins in style.  Enjoy unrivalled benefits such as:

·        Flexi Friday scheme

·        Employer contributed pensions

·        Private medical insurance

·        Eligibility for an annual performance bonus

·        Tuition reimbursement and much more!


Amazing growth takes amazing employees. Are you up to the challenge?

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