Incident Manager

Giacom; Prudhoe; Hybrid; GBP 40,000 - 55,000; Full time

Benefits offered by this job

Hybrid working

Learning & development opportunities

No dress code

25 days annual leave

Employer pension

Refreshments in offices

Job summary

Giacom is seeking a Platform Operations professional to oversee major incidents across our customer‑facing platforms and lead root-cause analysis. You will manage incidents, defects, and engage with stakeholders to maintain platform stability and availability.

The role offers hybrid working and opportunities to improve support processes while collaborating with Platform TechOps, DevOps, and IT teams across the business.

Qualifications

• Proven experience in a Support or Service Desk role.
• Solid ITIL principles application, especially Incident and Problem Management.
• Experience within the Incident & Problem space.
• Client-centric approach with flexible workload patterns.
• Working knowledge of SQL.
• Experience with Incident Management tools and Agile processes.
• Organised, proactive, and tech‑driven.

Responsibilities

• Responsible for running Major Incidents across the business that affect our trading platform
• Manage and take ownership of Incidents, and defects across the platforms
• Engage with Management & Stakeholders
• Lead the root cause analysis and create incident post‑mortems after service restoration
• Accountable for proactively managing and prioritising ticket queues and ensure logging in ITSM per SLA
• Contribute to Security and Technology knowledge base with instructions and fixes
• Participate in the on‑call rota, available 24/7 when scheduled

Skills

ITIL know-how

Incident management

Problem management

SQL

On-call readiness

Agile familiarity

Customer-focused

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 its Incident & Change Team are responsible for the performance, stability, reliability, and security of our customer‑facing platforms across Marketplace, Integrations & Tools. The department is multi‑disciplined, consisting of Platform TechOps Engineers, Platform DevOps Engineers, and Platform Technical Specialists who work closely with other teams across Platform Product, 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
• Engage with Management & Stakeholders
• Lead the root cause analysis and create incident post‑mortems after 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, particularly in Incident and Problem Management
• Demonstrable experience within the support space
• Demonstrable experience within the Incident & Problem space
• Client‑centric approach with ability to be flexible with workload patterns
• A working knowledge of SQL
• Demonstrable 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, and your birthday off
• A pension plan for your future
• Complimentary refreshments in all our offices

For a comprehensive list of all our benefits, click here.

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 drive innovation.