At a Glance
- Tasks: Lead incident management and ensure swift resolutions while collaborating with tech teams.
- Company: Join OneAdvanced, a leading tech company driving innovation across various sectors.
- Benefits: Enjoy 26 days holiday, private medical insurance, and performance-based rewards.
- Other info: Be part of a diverse team committed to making a difference in society.
- Why this job: Make a real impact by improving service reliability and reducing costs in a dynamic environment.
- Qualifications: Experience in incident management and strong knowledge of AWS or Azure required.
The predicted salary is between 49043 - 59941 £ per year.
Join One Advanced
We are looking for an experienced Technical Incident Manager who will act as the single point of contact from the technology teams during incidents, working closely with our Major Incident Managers and Customer Success teams.
You will make sure every incident has clear technical ownership, accurate information and a fast route to resolution, and you will use incident data, post-incident reviews and change insights to reduce repeat failures across our platforms.
This role also helps manage cloud cost of goods sold (COGS), working with Fin Ops and engineering teams to balance resilience against the cost of running our services.
Hands-on knowledge of AWS and Azure is strongly preferred, along with the financial acumen to explain cost trends and trade-offs to senior stakeholders.
#LI-DG1
What You Will Do
The Technical Incident Manager is the single point of contact (SPOC) from the technology teams for incidents.
The role connects engineers, Major Incident Managers and Customer Success, so that each incident has clear technical ownership, accurate information and a fast route to resolution.
Outside incidents, the postholder uses incident data to reduce repeat failures and helps manage cloud cost of goods sold (COGS), linking service reliability to the cost of running our platforms.
Key responsibilities
- Incident coordination
- Act as the technical SPOC during priority incidents. Engage the right engineering owners quickly and keep them focused on diagnosis and recovery.
- Work alongside the Major Incident Manager.
The MIM runs the incident process, and the Technical Incident Manager owns the technical picture and accountability within the technology teams.
- Give Customer Success clear, accurate and timely technical updates they can pass to customers, including impact, current status, next steps and expected resolution times.
- Escalate through agreed routes when ownership is unclear, progress stalls or an incident threatens customer commitments.
- Learning and prevention
- Contribute technical analysis to post-incident reviews and root cause analysis, and make sure corrective actions have named owners and due dates.
- Track repeat incidents and check that completed actions address the underlying cause.
- Feed change-related findings into CAB and the change review process, working with Change & Release Management to improve risk assessment.
- Maintain incident runbooks, escalation contacts and service ownership information, and flag CMDB gaps found during incidents.
- Report incident trends, themes and recurring weak points to technology and sector leadership.
- COGS and financial management
- Work with Fin Ops and engineering teams to monitor, analyse and reduce cloud and infrastructure costs for the services you support.
- Identify cost drivers such as over-provisioned resources, idle capacity, inefficient architecture and incident-driven spend.
- Weigh cost against resilience when recommending changes. Cost saving must not weaken critical services.
- Prepare clear summaries of cost trends, savings opportunities and risks for senior stakeholders.
- What You Will Have
Essential experience and skills
- Proven experience in incident management, technical operations, SRE or a similar role in a Saa S or technology-led organisation.
- Strong working knowledge of ITIL-aligned incident, problem and change processes, with practical experience of live incident response.
- Hands-on cloud knowledge of AWS and/or Azure, with enough technical depth to challenge engineers and to understand architecture, dependencies and failure modes.
- Financial acumen: comfortable with budgets, unit economics and cost allocation, and able to explain cost data and its trade-offs to non-finance audiences.
- Excellent communication. You can brief executives, engineers and customer-facing teams in different language, calmly and under pressure.
- Strong analytical skills and sound judgement when information is incomplete.
- Experience with ITSM and observability tooling (for example Service Now, Grafana or similar).
Desirable
- Strong preference for experience across both AWS and Azure.
- Fin Ops experience or certification (Fin Ops Practitioner).
- ITIL 4 certification and cloud certifications (AWS Solutions Architect, Azure Administrator or Architect).
- Experience with CMDB and service mapping, and with root cause analysis methods.
- Experience working across multiple sectors or product lines.
- Familiarity with regulatory or customer resilience expectations in the sectors we serve.
- Behaviours
- Takes ownership and follows through until actions are complete.
- Stays composed in high-pressure situations and creates calm for others.
- Builds credibility with engineers through technical competence.
- Works collaboratively across functions without relying on formal authority.
- Curious about root causes and committed to continuous improvement.
- Measures of success
- Faster time to engage the right technical owners during incidents.
- Clear, consistent customer communication from technology during incidents.
- Fewer repeat incidents, with post-incident actions closed and verified.
- Tighter linkage between change and incident data.
- Demonstrable COGS reduction and improved cost visibility for supported services.
Please note, applicants must have the legal right to work in the UK at the time of application.
- What We Do For You
- Wellbeing that means something
- 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
- Financial benefits that have your back
- 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
- Pension with 5% matched company contributions
- Life assurance worth 4x your salary from day one
- Free financial planning session with the option to engage in more tailored financial coaching.
- Grow your career with us
- Skills Hub learning platform with leadership pathways, future-manager training, and a huge online library
- Access to external training and apprenticeships
- Making a Difference
- Match It! Fundraise for a cause close to your heart and One Advanced 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 Reward Hub, including:
- ULEV car scheme with 1,000+ models
- Dental insurance, Health Cash Plan, Critical Illness Cover, Partner Life Cover, Health Assessment, Gym Membership
Who We Are
At One Advanced, 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 Saa S workflow applications and IT services that power organisations across Education, Government, Healthcare, Legal, Manufacturing, Housing, Retail, and more.
One Advanced 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 One Advanced 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.
Proud to be recognised in the Financial Times’ Best Employers 2026 list for the second-year running , an independent and data led ranking based on employee feedback.
Join us and become part of a team that’s powering the world of work and making a real difference.
Join us and become part of a team that’s powering the world of work and making a real difference.
Learn more at www. oneadvanced. com
Technical Incident Manager in Birmingham employer: OneAdvanced
OneAdvanced is an exceptional employer located in the vibrant Mailbox area of Birmingham, offering a dynamic work environment where driven individuals can thrive. With a strong emphasis on professional development through structured onboarding and ongoing training, employees are empowered to enhance their skills and achieve clear career progression. The high-energy team culture fosters collaboration and innovation, making it an ideal place for those looking to make a meaningful impact in tech sales.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Incident Manager in Birmingham
✨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 OneAdvanced 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 OneAdvanced 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 OneAdvanced!
✨Direct Apply to OneAdvanced
Let's not forget to apply directly through the OneAdvanced 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 Technical Incident Manager in Birmingham
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 OneAdvanced.
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 OneAdvanced. 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 OneAdvanced
✨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.
