Incident Manager

Giacom; Ovingham; Hybrid; GBP 42,000 - 62,000; Full time

Benefits offered by this job

Hybrid working

25 days annual leave + birthday off

Company pension

Complimentary refreshments

Learning & development opportunities

Job summary

Giacom, a UK provider unifying Comms, Cloud, Hardware and Billing on one platform, seeks a Platform Operations professional. The role focuses on incident response, major incident handling, and continuous improvement of support processes across Marketplace, Integrations & Tools.

You will engage stakeholders, perform root-cause analysis, and contribute to knowledge base improvements while maintaining service stability and platform security.

Qualifications

• Proven experience in a Support or Service Desk role.
• Solid understanding and practical application of ITIL principles, particularly Incident and Problem Management.
• Demonstrable experience within the incident & problem space.
• Client-centric approach with ability to be flexible with workload patterns.
• Working knowledge of SQL.
• Experience with Incident Management tools and processes across Agile spaces.
• A driven and enthusiastic individual with keen interest in technology and the ability to organise and self-manage.

Responsibilities

• Run Major Incidents across the business that affect the trading platform.
• Manage and take ownership of Incidents and defects across the platforms.
• Engage with Management and Stakeholders.
• Lead root cause analysis and post-mortems after service restoration.
• Prioritise ticket queues and ensure accurate logging per SLA/ITSM procedures.
• Contribute to security and knowledge documentation.
• Participate in the on-call rota, 24/7 when scheduled.

Skills

ITIL principles

Incident Management

Problem Management

SQL

Stakeholder engagement

On-call readiness

Agile experience

Self-management

Tools

ITSM tools

Job description

Giacom is the only provider of Comms, Cloud, Hardware and Billing through one platform. Our platform connects technology resellers and service providers to the best IT, Comms and Cloud products and services so they can create brilliant technology solutions for UK businesses. Platform Operations and in turn the Incident & Change Team is responsible for the performance, stability, reliability, and security of our customer facing platforms across Marketplace, Integrations & Tools. It is a multi-disciplined department consisting of Platform TechOps Engineers, Platform DevOps Engineers, and Platform Technical Specialists who work closely with the other departments and teams across Platform Product, Platform Delivery & Engineering, and the wider business. This is a technical and varied role offering the successful candidate the opportunity to work with all stakeholders across the business, very much in a value-add capacity. Responsible for incident response and continuous improvement of support processes, you will help support the other areas of Platform as they develop and run infrastructure, COTS Products, and Services for our applications. Our aim is to provide excellent customer service by ensuring platform stability and availability.

What You'll Be Doing

• Responsible for running Major Incidents across the business that affect our trading platform
• Manage and take ownership of Incidents, and defects across the platforms.
• Engaging with Management & Stakeholders.
• Leading the root cause analysis and creation of incident post-mortems off the back of service restoration.
• Accountable for proactively managing and prioritising ticket queues and ensuring that all incidents and requests are accurately logged and updated in accordance with our SLA’s and procedures within our ITSM system.
• Contribute effectively to the establishment and maintenance of the Security and Technology departmental knowledge, documenting clear instructions and known fixes.
• Participate in the on-call rota, being available 24/7 when scheduled to be on call

Skills, Qualifications, And Experience

• Proven experience in a Support or Service Desk role.
• Solid understanding and practical application of ITIL principles is essential, particularly in Incident and Problem Management.
• Demonstratable experience within the support space
• Demonstratable experience within the Incident & Problem space.
• Client-centric approach with ability to be flexible with workload patterns.
• A working knowledge of SQL
• Demonstratable experience with Incident Management tools and processes across Agile spaces.
• A driven and enthusiastic individual with a keen interest in technology and the ability to organise and self-manage.

What's in it for you?

• Hybrid working
• Investment in your future career with a variety of learning and development opportunities.
• No dress code - embrace the freedom to bring your whole self to work.
• 25 days annual leave, plus bank holidays. You'll even get your birthday off, too!
• A pension plan for your future.
• Complimentary refreshments in all our offices.

Diversity and equality lie at the heart of our values. As an equal opportunities and disability-confident employer, we encourage applications from all eligible candidates, regardless of their backgrounds. We firmly believe that diversity enriches and strengthens our team with a variety of perspectives that drives innovation.