Senior Network Incident Lead – Hybrid Working

Node4; East Midlands; Hybrid; GBP 67,000 - 107,000; Full time

Benefits offered by this job

Hybrid working

Private medical insurance

Health cash plan

25 days holiday + birthday off

Company pension scheme

Life assurance

Training academy

Discounted gym membership

Company social events

Job summary

Node4 is seeking a senior technical authority within its reactive support function to own and resolve complex, high-priority incidents. You will provide architectural leadership, drive incident resolution, and mentor engineers while coordinating with stakeholders for rapid service restoration.

The role emphasizes ownership of major incidents, adherence to incident management processes, and ongoing improvements to ticket quality and technical standards across the team.

Qualifications

• We are the senior technical authority within the reactive support function.
• Incidents are owned and major escalations are managed to restore services quickly.
• Provide technical leadership to improve quality, consistency and capability.
• Collaborate with Team Leader to improve service outcomes and standards.

Responsibilities

• Own and resolve complex, business-critical incidents as technical escalation point.
• Lead during major incidents to enable coordinated recovery.
• Drive accountability for ticket quality, standards, and resolution approaches.
• Support engineers with troubleshooting, guidance, and best practices.
• Contribute to problem identification and root-cause resolution to reduce repeats.
• Review and assure the quality of tickets, configurations and documentation.
• Maintain clear stakeholder communication during escalations and priority incidents.
• Support adherence to SLA, incident and change management processes.

Skills

Incident management

Technical leadership

Escalations

Stakeholder communication

Tools

AI

Cloud

Support

Job description

Node4 is seeking a senior technical authority within its reactive support function to own and resolve complex, high-priority incidents. You will provide architectural leadership, drive incident resolution, and mentor engineers while coordinating with stakeholders for rapid service restoration.

The role emphasizes ownership of major incidents, adherence to incident management processes, and ongoing improvements to ticket quality and technical standards across the team.