Incident & Escalation Manager

The Incident & Escalation Manager oversees and resolves critical customer issues, system incidents and escalations within our Services organisation. The role requires a proactive and strategic lead who can co-ordinate 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 – Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral
• Annual Leave – 25 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 - We are proud to confirm our commitment to developing an environment and culture that allows those with endometriosis to thrive in the workplace
• Personal Growth - Regardless of where you are at in your career, we’re committed to enabling your growth personally and professionally
• Development Programmes – From Future Managers to Leadership Training, our development programmes help you get where you need to go
• Performance Bonus – Our Group-wide bonus scheme enables you to reap the rewards of your success
• Financial wellbeing - We understand as well as your mental wellbeing, your financial wellbeing is really important
• Pension Scheme – Our plan with Scottish Widows offers 5% matched contribution by the company
• Income protection insurance – Providing you with support and assistance when you need it most
• Recognition – Highlighting and rewarding the great work our people do
• Performance & Talent – Our own technology platform that allows you to get real-time feedback, conversations and goals to help you become your best self
• Making a Difference – we provide opportunities to help our people make a difference to the causes they care about
• MatchIt! – Fundraise for a cause close to your heart and OneAdvanced will match part of the funding
• Volunteering Time – Our volunteering leave scheme allows you to use your time to help those who need it
• Pennies from Heaven – donate the pennies from your pay check to help make a difference without lifting a finger