Incident Manager

Convergence Group; Metropolitan Borough of Solihull; On-site; GBP 60,000 - 68,000; Full time

Benefits offered by this job

Private medical

Enhanced pension

Income protection

Life assurance

Dog-friendly office

Job summary

Convergence Group in Solihull is seeking an experienced Incident Manager to lead critical incident responses from our Network Operations Centre. You’ll own the customer experience, coordinate engineers and suppliers, and drive restoration while communicating clearly in plain language.

We value senior specialists who can balance pace and accuracy, deliver ownership under pressure, and improve incident handling through post-incident reviews.

Qualifications

• Five years’ experience as Incident Manager with hands-on leadership of major incidents.
• Strong background in telecoms or network-intensive NOC environments.
• Excellent written and verbal communication with external customers during incidents.
• Ability to prioritise, coordinate engineers and suppliers, and drive restoration.

Responsibilities

• Own the customer experience and shape the incident response with ownership.
• Lead incidents from detection to restoration with clear actions and timelines.
• Provide timely, plain-English updates to customers and stakeholders.
• Coordinate with engineers, carriers and suppliers to ensure timely service recovery.
• Lead post-incident reviews and drive improvements in handling and knowledge sharing.
• Operate as a senior specialist with influence across the business without direct reports.

Skills

Incident management

Customer service mindset

Communication skills

Problem solving

Stakeholder coordination

ITIL/ITSM knowledge

Education

ITIL qualification

Tools

ServiceNow

Job description

At Convergence Group, our customers rely on us to keep their businesses connected. When a network incident affects their service, they need someone who understands the impact, takes ownership and keeps them informed. We’re looking for an experienced Incident Manager to lead that response from our Solihull Network Operations Centre.

What It’s Really Like Here

The pace and intensity are higher than most environments in our sector. The workload is typically around 30% greater than many people will have experienced elsewhere — not because we are chaotic, but because we are ambitious and constantly building. We grow organically and through acquisition, continuously integrating, improving and raising the bar. The landscape evolves, priorities shift, and expectations rise. If you prefer a predictable, static environment, this probably won’t feel comfortable. If you are energised by growth, movement and high standards, it can be deeply rewarding.

Your strengths will have a bigger platform here - and you will be stretched behaviourally more than in most environments. We value respectful honesty: anyone can challenge an idea; hierarchy doesn’t protect thinking and getting it right matters more than being right. Ego doesn’t perform well here; curiosity, learning and ownership do. We hire people who are already strong at their craft - the stretch at Convergence Group is navigating pace, complexity and constant evolution. This environment isn’t for everyone, but for the right person it offers an exceptional opportunity for impact, growth and accelerated development.

What You’ll Be Doing As Our Incident Manager

• Own the customer experience - Understand how an incident affects the customer and make sure that impact shapes the response. Handle difficult conversations with patience, empathy and a clear sense of ownership.
• Lead incidents through to restoration - Assess priorities, mobilise the right people and lead focused incident calls. Set clear actions, challenge delays and keep engineers and suppliers working towards confirmed service recovery.
• Communicate clearly when it matters - Give customers timely, accurate updates in plain English. Explain what we know, what we’re doing and when they’ll hear from us again, including when the cause or restoration time is still uncertain.
• Bring structure to problem solving - Use your network knowledge to question assumptions, recognise dependencies and challenge an investigation that has stalled. Help technical specialists focus on the evidence and the next useful action.
• Get the right action from suppliers - Coordinate carriers and other suppliers, hold them to clear commitments and escape early when progress or customer impact demands it.
• Make the next response better - Lead useful post-incident reviews, follow through on improvements and help colleagues strengthen their incident handling, communication and knowledge.
• This is a senior specialist role with no direct reports. You’ll lead incident responses and influence people across the business, with your focus on customer confidence, effective problem solving and service restoration.

What We’re Looking For

• A minimum of five years’ experience working as an Incident Manager, including personally leading major incidents through to service restoration.
• Experience in telecoms, an ISP, managed services or a comparable network-intensive NOC environment.
• A strong customer-service mindset and direct experience communicating with external customers during incidents and escalations.
• Excellent written and verbal communication, with the ability to explain complex issues simply and handle difficult conversations calmly.
• Structured problem-solving skills and the confidence to challenge assumptions constructively.
• A sound understanding of network services, dependencies and supplier escalation, with experience coordinating engineers and carriers.
• Practical knowledge of incident and major incident management, SLAs and ITSM tools such as ServiceNow.
• The judgement to prioritise competing demands and secure action from people you do not line manage.
• ITIL or networking qualifications are welcome. We will put particular weight on how you have handled real incidents, communicated with customers and improved the outcome.
• Ability to join the on-call rota

What You’ll Get

• Salary: £60,000-£68,000 aligned to experience and impact.
• Time off: 25 days holiday increasing with length of service, plus bank holidays. Benefits: Private medical, enhanced pension, income protection and life assurance.
• Family support: Enhanced family friendly leave and pay.
• Development: Ongoing professional development and the opportunity to strengthen incident management across the NOC.
• Location: Based in our Solihull Network Operations Centre.
• Perks: Dog-friendly office.

Who are Convergence Group?

At Convergence Group, we break free from corporate red tape as a privately-owned company, driving bold innovation without the constraints of private equity or external bankers. Experts in WAN, LAN, WiFi and Security solutions, we stand out by revolutionising infrastructure management - making it seamless so our customers can focus on what matters most.

Where A-Players Come to Make a Difference

If you take pride in looking after customers, remain composed when the pressure rises and know how to bring people together to solve difficult problems, this is an opportunity to make a visible difference.