Incident & Escalation Lead

The Incident & Escalation Lead oversees and resolves critical customer issues, system incidents, and escalations within the Services organisation. The role requires a proactive and strategic lead who can coordinate cross-functional teams, apply industry best practices for incident and escalation management, and ensure swift resolution of customer-impacting issues.

Requirements

• Previous experience in Incident and Problem Management within a SaaS or similar technology environment.
• Confronts tough organisational issues promptly, works to resolve them with urgency; is a role model of courage, coaching others on how to stand up for what they believe in when facing adversity or opposition
• Uses customer feedback and data to drive continuous improvement; creates an environment in which team members feel a strong sense of ownership and accountability toward creating the best possible customer experience
• Ensures that people internalize policies and standards and accept full responsibility for their decisions; confidently makes choices in the best interests of the organisation, deals constructively with resistance
• Engages diverse groups by communicating in a way that matches each group's preferences; listens carefully and probes beneath the surface to gain richer insight on others' views
• Helps team hold each other accountable for goals, adherence to policies and procedures; tracks team metrics and milestones, redirecting effort, as necessary, for continued progress
• Competent working in incident tracking tools (e.g., Jira, ServiceNow, Zendesk)

Benefits

• Wellbeing focused
• Annual Leave - 26 days of annual leave, plus public holidays and the ability to buy additional days
• Employee Assistance Programme - Free advice, support, and confidential counselling available 24/7 through Care First
• Endometriosis Friendly Employer
• Personal Growth
• Development Programmes
• Performance Bonus
• Financial wellbeing
• Pension Scheme
• Income protection insurance
• Recognition
• Performance & Talent
• Making a Difference
• MatchIt!
• Volunteering Time
• Pennies from Heaven