At a Glance
- Tasks: Manage incidents and improve support processes for our trading platform.
- Company: Join Giacom, a leading provider of tech solutions in the UK.
- Benefits: Enjoy hybrid working, 25 days leave, and a no dress code policy.
- Other info: Diverse and inclusive workplace with great career development opportunities.
- Why this job: Make a real impact on platform stability and customer satisfaction.
- Qualifications: Experience in support roles and knowledge of ITIL principles required.
The predicted salary is between 40000 - 50000 £ 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 its Incident & Change Team are responsible for the performance, stability, reliability, and security of our customer‑facing platforms across Marketplace, Integrations & Tools.
The department is multi‑disciplined, consisting of Platform Tech Ops Engineers, Platform Dev Ops Engineers, and Platform Technical Specialists who work closely with other teams across Platform Product, 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
- Engage with Management & Stakeholders
- Lead the root cause analysis and create incident post‑mortems after 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, particularly in Incident and Problem Management
- Demonstrable experience within the support space
- Demonstrable experience within the Incident & Problem space
- Client‑centric approach with ability to be flexible with workload patterns
- A working knowledge of SQL
- Demonstrable 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, and your birthday off
- A pension plan for your future
- Complimentary refreshments in all our offices
For a comprehensive list of all our benefits, click here.
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 drive innovation.
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Incident Manager in Prudhoe 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.
