Incident and Escalations Manager

Incident and Escalations Manager – Glasgow, Scotland – £36,000 plus 15% plus overtime

We are seeking a skilled and experienced Incident and Escalation Manager to join our Network Operations Centre (NOC) team. The successful candidate will play a critical role in managing and resolving incidents, ensuring timely escalation when necessary, and optimizing the performance of our NOC operations. If you have a strong background in incident management and escalation, along with excellent communication and leadership skills, we want to hear from you.

Key Responsibilities:

• Manage the end-to-end incident management process, including identification, prioritization, resolution, and closure of incidents.
• Ensure incidents are logged, tracked, and escalated according to defined procedures and service level agreements (SLAs).
• Prioritize and allocate resources effectively to address critical incidents and minimize downtime.
• Coordinate with technical teams, including engineers and analysts, to troubleshoot and resolve complex technical issues.
• Matrix manage a team of NOC technicians, ensuring workload is distributed effectively and performance targets are met.
• Provide timely and accurate updates to stakeholders on the status of incidents and escalations.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Proven experience in incident management and escalation, preferably in a NOC environment.
• Strong understanding of ITIL framework and best practices for incident management.
• Excellent communication and interpersonal skills, with the ability to communicate effectively with technical and non-technical stakeholders.
• Demonstrated ability to prioritize and manage multiple incidents simultaneously in a fast-paced environment.
• Experience with ticketing systems and incident management tools.
• Leadership and team management skills, with the ability to motivate and develop team members.
• IT certifications such as ITIL Foundation, Cisco CCNA, or equivalent are a plus but not essential.

Additional Skills (Bonus):

• Experience with networking technologies, including Cisco, Juniper, or Palo Alto.
• Familiarity with network monitoring and management tools.

This role is one that operates on an onsite shift pattern of 4 days on, 4 days off so being able to drive is essential for the position because public transport is not something that can relied on entirely. Also, given the customers you will be working with, you will be put through SC clearance – so applicants must be eligible for this.

For more information on this opportunity, please get in touch with me on (phone number removed) or email me at ben @ jiyuconsulting. co. uk

Incident and Escalations Manager – Glasgow, Scotland – £36,000 plus 15% plus overtime

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