Incident Manager

Our platform connects technology resellers and service providers to the best IT, Comms and Cloud products and services so they can create brilliant technology solutions for UK businesses.

Platform Operations and in turn the Incident & Change Team is responsible for the performance, stability, reliability, and security of our customer facing platforms across Marketplace, Integrations & Tools. It is a multi-disciplined department consisting of Platform TechOps Engineers, Platform DevOps Engineers, and Platform Technical Specialists who work closely with the other departments and teams across Platform Product, Platform Delivery & Engineering, and the wider business.

This is a technical and varied role offering the successful candidate the opportunity to work with all stakeholders across the business, very much in a value-add capacity. Responsible for incident response and continuous improvement of support processes, you will help support the other areas of Platform as they develop and run infrastructure, COTS Products, and Services for our applications. Our aim is to provide excellent customer service by ensuring platform stability and availability.

What you'll be doing

• 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

• Proven experience in a Support or Service Desk role.
• Solid understanding and practical application of ITIL principles is essential, particularly in Incident and Problem Management.
• Demonstratable experience within the support space
• Demonstratable experience within the Incident & Problem space.
• Client-centric approach with ability to be flexible with 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.

What's in it for you?

• Hybrid working
• Investment in your future career with a variety of learning and development opportunities.
• No dress code - embrace the freedom to bring your whole self to work.
• 25 days annual leave, plus bank holidays. You'll even get your birthday off, too!
• A pension plan for your future.
• Complimentary refreshments in all our offices.

Giacom is the only provider of Comms, Cloud, Hardware and Billing through one platform.