Incident Manager

Convergence Group (Wireless) Networks Limited; Metropolitan Borough of Solihull; Hybrid; GBP 50,000 - 65,000; Full time

Benefits offered by this job

Salary £50–£65k per year

Pension

Private medical insurance

Life assurance

Dog-friendly office

Career progression

Job summary

Convergence Group is seeking an Incident Manager to own incidents from start to finish, drive resolution and keep customers informed. This hands-on role sits at the heart of our Service Desk and NOC, requiring calm under pressure, escalation when needed and leadership of operational teams.

You will manage major incidents, ensure SLAs are met and work with 1st/2nd line, suppliers and technical teams. The position is based in Solihull in a full-time, permanent capacity.

Qualifications

• 5+ years' Incident Management experience in service desk, NOC, telecoms or ISP environments.
• Strong knowledge of Incident and Problem Management; ITIL certification is a bonus.
• Experience leading people and coordinating busy operational teams.
• Understanding networking, telecoms, or ISP environments is desirable.
• Ability to pass BPSS, SC and NPV clearance.

Responsibilities

• Own incidents and service requests end-to-end, logged, classified and prioritized per SLAs.
• Drive resolution, manage escalations with 1st/2nd line teams and suppliers.
• Lead Major Incidents, coordinate people and communications as needed.
• Keep customers informed with clear incident updates as single point of contact.
• Support Service Desk and act as deputy to NOC Manager; ensure process compliance.
• Monitor performance, produce incident reports and KPIs, identify trends.
• Improve first-time fixes with Problem and Knowledge management, create articles.
• Be the Incident Management SME across NOC and Service Desk.

Skills

Incident Management

ITIL

Leadership

Communication

Stakeholder management

Networking awareness

Job description

When a network incident hits, things can get busy quickly. Customers want answers, teams need direction and issues need resolving -fast.

That's where you come in.

At Convergence Group, we're looking for an Incident Manager to take ownership of incidents from start to finish, drive resolution and keep customers informed along the way. You'll be at the heart of our Service Desk and NOC, making sure incidents are handled properly, SLAs are met and our customers get the service they expect. This is a hands-on role where you'll need to stay calm under pressure, bring people together and know when to escalation to get things moving.

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 do as our Incident Manager

• Own incidents and service requests end-to-end, making sure they're correctly logged, classified, prioritised and progressed in line with SLAs.
• Drive resolution and manage escalations, working with 1st and 2nd line teams, suppliers and technical teams to remove blockers and keep incidents moving.
• Take the lead on Major Incidents, coordinating the right people, managing communication and acting as Major Incident Manager when required.
• Keep customers informed, acting as the single point of contact for escalations and providing clear updates throughout an incident.
• Manage and support the Service Desk team, acting as deputy to the NOC Manager when needed and making sure the Incident Management process is followed consistently.
• Monitor performance and identify improvements, producing incident reports and KPIs, spotting trends and turning lessons learned into better processes and service.
• Improve first-time fixes, working with Problem Management and Knowledge teams to identify root causes, create knowledge articles and prevent repeat incidents.
• Be the Incident Management subject matter expert across the NOC and Service Desk.

What we're looking for

• 5+ years' Incident Management experience, ideally within a Service Desk, NOC, telecoms or ISP environment
• Strong knowledge of Incident and Problem Management processes and techniques, with ITIL certification a bonus
• Experience leading people and coordinating busy operational teams, with the ability to manage multiple high-priority incidents and competing demands
• A good understanding of networking, telecoms or ISP environments. Cisco, Huawei or HP-Aruba knowledge or certifications would be useful
• Excellent communication and relationship-building skills, with the confidence to deal with customers, suppliers and stakeholders at all levels
• A calm, organised approach under pressure, with the ability to influence, prioritise and get people moving when incidents need urgent attention
• A proactive, resourceful can-do attitude. You'll be someone who takes ownership, leads by example and looks for ways to make things better
• Good IT literacy, including Microsoft Office, and ideally experience working in a 24/7 operational environment
• Ability to pass BPSS, SC and NPV clearance

What's in it for you?

• Salary of £50-65,000 per annum
• 25 days holiday increasing with service, plus bank holidays
• Enhanced pension, private medical insurance, income protection & life assurance
• Enhanced family friendly leave and pay
• Full time permanent role in our Solihull office
• Ongoing professional development and career progression opportunities
• 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. With rapid growth ahead, we need exceptional talent who bring the right skills, attitude, and drive to shape the future with us.

Where A players come to make a difference

If you're at your best when things get busy, enjoy solving problems and know how to get people moving when it matters, we'd love to hear from you. Join us and play a key role in keeping our customers connected, our teams moving and our service getting better every day.