At a Glance
- Tasks: Manage incidents and ensure platform stability while collaborating with various teams.
- Company: Join Giacom, a leading provider of integrated tech solutions for UK businesses.
- Benefits: Enjoy hybrid working, 25 days leave, and a supportive learning environment.
- Other info: Embrace diversity and enjoy a no dress code policy in a vibrant workplace.
- Why this job: Make a real impact on technology solutions while developing your career in a dynamic setting.
- Qualifications: Experience in support roles and a solid understanding of ITIL principles required.
The predicted salary is between 44595 - 54505 £ per year.
Giacom is the only provider of Comms, Cloud, Hardware and Billing through one platform.
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 Tech Ops Engineers, Platform Dev Ops 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
Skills, Qualifications, And Experience
- 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.
Diversity and equality lie at the heart of our values.
As an equal opportunities and disability-confident employer, we encourage applications from all eligible candidates, regardless of their backgrounds.
We firmly believe that diversity enriches and strengthens our team with a variety of perspectives that drives innovation.
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Incident Manager employer: Giacom
Giacom is an excellent employer that fosters a collaborative and innovative work culture, particularly for the Atlassian Cloud & ITSM Platform Lead role. With a hybrid working environment, ample development opportunities, and unique benefits like a day off for your birthday, Giacom prioritises employee well-being and growth, making it a rewarding place to advance your career.
StudySmarter Expert Advice🤫
We think this is how you could land Incident Manager
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Giacom values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Giacom might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Giacom!
✨Direct Apply to Giacom
Let's not forget to apply directly through the Giacom website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Incident Manager
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Giacom.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Giacom. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Giacom
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
