Incident Manager

LanceSoft, Inc.; England; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading technology firm is seeking an Incident Manager & Major Incident Management Specialist to oversee critical incidents across Telco IT systems. The successful candidate will have over 8 years in Incident Management, expertise in ITIL practices, and strong communication skills. Responsibilities include managing high-pressure incidents, ensuring SLA compliance, and reporting to stakeholders. This onsite position is ideal for proactive individuals ready to work in a demanding environment that values crisis management and collaboration.

Qualifications

• 8+ years of experience in Incident Management within Telco IT domain.
• Strong knowledge of ITIL practices and ITSM tools.
• Excellent communication and crisis management skills.

Responsibilities

• Manage and resolve critical incidents across Telco IT systems.
• Coordinate technical teams and drive resolution during MIM calls.
• Monitor SLA adherence for incident resolution.

Skills

Incident Management

ITIL practices

Crisis management

Communication

Cloud technologies

Education

Bachelor’s degree in Telecommunications, IT, or related field

ITIL Foundation or higher certification

Tools

ITSM tools (Helix, Remedy)

Job description

Title: Incident Manager & Major Incident Management (MIM) Specialist

Location: Reading OR London

Employment type: Onsite

Experience Required : 8+Years of experience

Role Overview

The Incident Manager & MIM Specialist will be responsible for managing and resolving critical incidents (P1/P2) across Telco IT systems, ensuring minimal business impact and timely communication. This role demands strong technical coordination, crisis management skills, and the ability to work under pressure in a fast-paced environment. The position requires hands‑on experience in ITIL-based incident processes, Telco application support, and exposure to infrastructure and cloud technologies.

Incident Handling & Coordination

• Lead and manage P1/P2 incidents across Telco IT systems (OSS/BSS, Billing, CRM, Provisioning, etc.).
• Run Major Incident Management (MIM) calls: coordinate technical teams, drive resolution, and ensure timely updates.
• Provide structured and clear communication to leadership and impacted teams during and after incidents.

SLA & KPI Compliance

• Monitor and ensure SLA adherence for incident resolution.
• Track and report KPIs such as MTTR, RCA completion, and repeat incident reduction.

Root Cause Analysis & Process Improvement

• Perform RCA for major incidents and ensure corrective/preventive actions are implemented.
• Maintain and improve incident playbooks for faster recovery and automation opportunities.
• Collaborate with Problem Management to reduce recurring issues and improve service stability.

Reporting & Stakeholder Engagement

• Act as the primary point of contact for leadership during major incidents.
• Provide clear, data-driven post-incident reports and actionable insights.
• Build strong relationships with client stakeholders and technical teams to ensure transparency and trust.
• Prepare and share incident reports and post-incident reviews with actionable insights.
• Communicate effectively with senior stakeholders during high-pressure situations.
• Drive initiatives for automation in incident detection and resolution.
• Work with ITSM tools and monitoring platforms to enhance proactive incident management.

Skills & Requirements

• 8+ years of experience in Incident Management within Telco IT domain.
• Strong knowledge of ITIL practices and ITSM tools (Helix, Remedy) and monitoring platforms.
• Excellent communication and crisis management skills.
• Ability to manage multiple stakeholders under pressure and maintain structured updates.
• Exposure to infrastructure and cloud technologies (AWS, Azure, GCP).
• Willingness to work in rotational 24x7 shifts, including weekends and holidays.

Required Qualifications

• Bachelor’s degree in Telecommunications, IT, or related field.
• ITIL Foundation or higher certification.

Preferred Certifications

• ITIL Managing Professional or Expert.
• Cloud certifications (AWS, Azure, GCP).
• Telecom-specific certifications (TM Forum, eTOM).