Senior Incident Leader - Telecom NOC

Convergence Group; Metropolitan Borough of Solihull; On-site; GBP 60,000 - 68,000; Full time

Benefits offered by this job

Private medical

Enhanced pension

Income protection

Life assurance

Dog-friendly office

Job summary

Convergence Group in Solihull is seeking an experienced Incident Manager to lead critical incident responses from our Network Operations Centre. You’ll own the customer experience, coordinate engineers and suppliers, and drive restoration while communicating clearly in plain language.

We value senior specialists who can balance pace and accuracy, deliver ownership under pressure, and improve incident handling through post-incident reviews.

Qualifications

• Five years’ experience as Incident Manager with hands-on leadership of major incidents.
• Strong background in telecoms or network-intensive NOC environments.
• Excellent written and verbal communication with external customers during incidents.
• Ability to prioritise, coordinate engineers and suppliers, and drive restoration.

Responsibilities

• Own the customer experience and shape the incident response with ownership.
• Lead incidents from detection to restoration with clear actions and timelines.
• Provide timely, plain-English updates to customers and stakeholders.
• Coordinate with engineers, carriers and suppliers to ensure timely service recovery.
• Lead post-incident reviews and drive improvements in handling and knowledge sharing.
• Operate as a senior specialist with influence across the business without direct reports.

Skills

Incident management

Customer service mindset

Communication skills

Problem solving

Stakeholder coordination

ITIL/ITSM knowledge

Education

ITIL qualification

Tools

ServiceNow

Job description

Convergence Group in Solihull is seeking an experienced Incident Manager to lead critical incident responses from our Network Operations Centre. You’ll own the customer experience, coordinate engineers and suppliers, and drive restoration while communicating clearly in plain language.

We value senior specialists who can balance pace and accuracy, deliver ownership under pressure, and improve incident handling through post-incident reviews.