Platform Incident Lead - Major Incidents & On-Call

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, 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.