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- Tasks: Lead critical incident management and customer escalations to ensure swift resolutions.
- Company: Join OneAdvanced, a leading tech company focused on innovation and inclusivity.
- Benefits: Enjoy 26 days holiday, private medical insurance, and performance-based rewards.
- Why this job: Make a real impact by protecting customer trust and enhancing service reliability.
- Qualifications: Strong background in incident management and excellent communication skills required.
- Other info: Hybrid role with opportunities for professional growth and continuous improvement.
The predicted salary is between 36000 - 60000 £ per year.
This is a high-impact, high-visibility standalone role responsible for leading the end-to-end management of critical incidents, customer escalations, and service-impacting issues. The Incident & Escalation Lead operates with clear authority, significant exposure to senior leadership, and plays a pivotal role in protecting customer trust and service reliability. The role ensures swift resolution, decisive coordination, clear executive-level communication, and continuous improvement across incident and escalation processes. It suits someone who is highly organised, calm under pressure, and experienced in incident management—ideally with hands-on familiarity with ServiceNow. This is a hybrid role based out of our Birmingham HQ, with the expectation that the successful candidate will attend the office 1–2 times per month, as required.
What You Will Do
- Incident & Escalation Management
- Act as the primary owner for all major incidents and customer escalations.
- Lead coordination across internal teams to ensure timely resolution.
- Identify patterns across incidents and feed insights into service improvements.
- Root Cause Analysis, Risk Identification & Continuous Improvement
- Conduct root-cause analysis on high-impact incidents and drive corrective and preventative actions.
- Identify risks through incident and issue trends, escalating them to the Risk function as needed.
- Work cross-functionally with Risk, Compliance, and Governance teams to assess and mitigate emerging risks.
- Continuously improve incident processes, documentation, and SLAs to strengthen operational resilience.
- Operational Excellence
- Ensure adherence to operational processes, compliance standards, and regulatory requirements.
- Maintain accurate incident documentation and reporting.
- Develop and refine response playbooks and escalation paths.
- Stakeholder & Customer Communication
- Provide clear, timely updates to internal stakeholders and customers during incidents.
- Build strong cross-functional relationships with Product, Engineering, Support, and Operations.
- Act as the subject matter expert for incident and escalation queries.
- ServiceNow Administration
- Use ServiceNow to log, triage, track, and close incidents and escalations.
- Create and maintain incident workflows, dashboards, and reporting where required.
- Identify opportunities to improve ServiceNow usage for incident tracking.
What You Will Have Skills & Competencies
- Strong incident and escalation management background.
- Excellent communication and stakeholder-management skills.
- Effective problem-solving and analytical skills.
- Ability to make sound decisions under pressure.
- High attention to detail with strong organisational skills.
- Calm, professional, and customer-focused approach.
- ServiceNow experience (preferred but not essential).
What We Do For You
- 26 days’ holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every year.
- Exceptional family leave, 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, plus 5 days paid bereavement leave.
- Robust sick pay of up to 13 weeks full pay + 13 weeks half pay.
- 24/7 Employee Assistance Programme for confidential support.
- Private medical insurance for everyone, no medical-history exclusions.
- Performance-based rewards tailored to your role, from company-wide bonuses to OTE and commission structures.
- Income protection: up to 75% salary for 5 years if you ever need it.
- SkillsHub learning platform with leadership pathways, future-manager training, and a huge online library.
- Access to external training and apprenticeships.
- MatchIt! Fundraise for a cause close to your heart and OneAdvanced will match part of the funding.
- Pennies from Heaven donate the pennies from your pay check to help make a difference without lifting a finger.
- Plus plenty other flexible benefits to suit your lifestyle on our RewardHub, including ULEV car scheme with 1,000+ models, Dental insurance, Health Cash Plan, Critical Illness Cover, Partner Life Cover.
Who We Are
At OneAdvanced, we are at the forefront of delivering sector-focused technology solutions that simplify complexity, drive meaningful progress, and help build a fairer, more inclusive society. We’re much more than a software company. We deliver SaaS workflow applications and IT services that power organisations across Education, Government, Healthcare, Legal, Manufacturing, Housing, Retail, and more. OneAdvanced is one of the UK’s largest business software and services companies. Based in Birmingham (The Mailbox), operating across the UK, Ireland, India, and Australia. Our secure, scalable platform, including OneAdvanced AI, our private AI service for UK organisations, powers connectivity and innovation across critical sectors. Alongside our software are our IT services, including hosting, managed services, and application modernisation. We strive to create an inclusive workplace that drives innovation and collaboration, championing diverse perspectives and ideas. Our Environmental, Social and Governance (ESG) strategy is embedded in everything we do, guiding us to create meaningful impact for our people, our customers and the planet. Join us and become part of a team that’s powering the world of work and making a real difference.
Incident & Escalation Lead in Birmingham employer: Advance Systems International
Contact Detail:
Advance Systems International Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Incident & Escalation Lead in Birmingham
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those who work at OneAdvanced. A friendly chat can open doors and give you insider info about the role.
✨Tip Number 2
Prepare for the interview by practising common questions related to incident management. Think about your past experiences and how they align with the skills we’re looking for.
✨Tip Number 3
Show us your problem-solving skills! Be ready to discuss specific incidents you've managed and how you resolved them. We love hearing about your thought process and decision-making.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team.
We think you need these skills to ace Incident & Escalation Lead in Birmingham
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in incident management and escalation processes. We want to see how your skills align with the role, so don’t hold back on showcasing your relevant achievements!
Showcase Your Communication Skills: Since this role involves a lot of stakeholder communication, it’s crucial to demonstrate your excellent communication skills in your application. Use clear and concise language, and maybe even include examples of how you've effectively communicated during past incidents.
Highlight Your Problem-Solving Abilities: We’re looking for someone who can stay calm under pressure and make sound decisions. In your application, share specific instances where you’ve successfully resolved high-impact incidents or escalations, and what strategies you used to achieve that.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at OneAdvanced!
How to prepare for a job interview at Advance Systems International
✨Know Your Incident Management Inside Out
Make sure you brush up on your incident management knowledge, especially if you have experience with ServiceNow. Be ready to discuss specific incidents you've managed, the challenges you faced, and how you resolved them. This will show that you can handle the high-pressure situations this role demands.
✨Communicate Like a Pro
Since this role involves clear communication with stakeholders and customers, practice articulating your thoughts clearly and concisely. Prepare examples of how you've effectively communicated during past incidents, ensuring everyone was kept in the loop. This will demonstrate your ability to maintain customer trust.
✨Show Off Your Problem-Solving Skills
Be prepared to tackle hypothetical scenarios during the interview. Think about how you would approach root cause analysis or risk identification in a critical incident. Highlight your analytical skills and decision-making process under pressure to showcase your fit for the role.
✨Demonstrate Continuous Improvement Mindset
OneAdvanced values continuous improvement, so come ready to discuss how you've identified patterns in incidents and implemented changes to improve processes. Share specific examples of how you've contributed to operational excellence in previous roles, as this will resonate well with the interviewers.
