Lead Incident Manager — Drive Fast Resolutions & Updates

Convergence Group; Metropolitan Borough of Solihull; Presencial; GBP 50 000 - 65 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

25 days holiday + bank holidays

Enhanced pension & private medical

Dog-friendly office

Career progression opportunities

Resumo da oferta

Convergence Group in Solihull seeks an experienced Incident Manager to own incidents end-to-end, drive resolutions and keep customers informed throughout. You will be at the heart of the Service Desk and NOC, ensuring SLAs are met and incidents are properly managed, while leading by example under pressure.

The role requires strong communication, leadership and networking knowledge, with ITIL exposure as a bonus.

Qualificações

• 5+ years of Incident Management experience inService Desk/NOC/ISP environments.
• Strong knowledge of Incident and Problem Management processes; ITIL certification is a bonus.
• Experience leading people and coordinating busy operational teams.
• Ability to manage multiple high-priority incidents and competing demands.
• Good understanding of networking, telecoms or ISP environments; relevant certifications helpful.

Responsabilidades

• Own incidents and service requests end-to-end, logged, classified and progressed per SLAs.
• Drive resolution, manage escalations, and remove blockers with cross-functional teams.
• Lead Major Incidents, coordinating the right people and communications.
• Be the single point of contact for escalations and updates during incidents.
• Support the Service Desk and act as deputy to the NOC Manager when needed.
• Monitor performance, produce incident reports and KPIs, identify trends.

Conhecimentos

Incident Management

ITIL knowledge

Leadership

Communication

Networking basics

Formação académica

ITIL certification

Ferramentas

Cisco knowledge

Huawei knowledge

HP-Aruba knowledge

Descrição da oferta de emprego

Convergence Group in Solihull seeks an experienced Incident Manager to own incidents end-to-end, drive resolutions and keep customers informed throughout. You will be at the heart of the Service Desk and NOC, ensuring SLAs are met and incidents are properly managed, while leading by example under pressure.

The role requires strong communication, leadership and networking knowledge, with ITIL exposure as a bonus.