Major Incident Lead (Hybrid)

Giacom; Prudhoe; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Hybrid working

Career development

Birthday day off

25 days leave

Pension plan

Refreshments in offices

Job summary

Giacom is seeking a Platform Operations professional to join the Incident & Change Team. You will manage major incidents across our trading platform, own incident and defect resolution, and work with stakeholders to drive root-cause analysis and post-mortems.

The role requires ITIL knowledge, SQL understanding, and experience with ITSM tools in Agile environments. The successful candidate will participate in a 24/7 on-call rota, contribute to knowledge bases, and help maintain platform stability

Qualifications

• Proven experience in a Support or Service Desk role.
• Solid ITIL knowledge, especially in Incident and Problem Management.
• Demonstratable experience within the support space.
• Demonstratable experience within the Incident & Problem space.
• Client-centric approach with ability to flex 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.

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.
• 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.

Job description

Giacom is seeking a Platform Operations professional to join the Incident & Change Team. You will manage major incidents across our trading platform, own incident and defect resolution, and work with stakeholders to drive root-cause analysis and post-mortems.

The role requires ITIL knowledge, SQL understanding, and experience with ITSM tools in Agile environments. The successful candidate will participate in a 24/7 on-call rota, contribute to knowledge bases, and help maintain platform stability