At a Glance
- Tasks: Lead major incidents and drive service improvements in a dynamic tech environment.
- Company: Join Node4, a rapidly growing tech company that values its people.
- Benefits: Enjoy hybrid working, private medical insurance, and 25 days holiday plus your birthday off.
- Other info: Be part of a diverse team with excellent career growth opportunities and fun social events.
- Why this job: Make a real impact while developing your career in a supportive and innovative culture.
- Qualifications: Experience in Incident & Problem Management and strong communication skills required.
The predicted salary is between 45000 - 55000 £ per year.
Become a change maker and join Node4. Node4 has a committed, talented, and diverse workforce that is growing all the time, but as we expand through our own growth and acquisitions, we never lose sight of the most important part of our business – our people. We want you to grow, learn, and evolve alongside us. So, whether you’re just starting out in your career or looking to progress as an industry professional, Node4 has a place for you.
About The Role
As Incident & Problem Manager, you’ll play a critical role within our Service Management function, owning the end-to-end management of major incidents and recurring or complex problems. You’ll ensure incidents are handled professionally, transparently and efficiently — driving rapid resolution, clear communication and long-term service improvement. You’ll work closely with technical teams, stakeholders, partners and customers, acting as a trusted lead during high-impact situations and embedding best-practice Incident and Problem Management across Node4.
What You’ll Be Doing
- Leading Major Incidents from initiation through to resolution, including stakeholder communications and Major Incident Reports (MIRs)
- Chairing and documenting major incident reviews, problem reviews and remediation meetings
- Identifying root causes, trends and recurring issues, and driving permanent fixes, workarounds or known errors
- Championing and continuously improving Incident & Problem Management processes across the ITSM service tower
- Producing service metrics and reports, ensuring data accuracy and integrity within service management tools
- Building strong, collaborative relationships across Node4, with third-party partners and with customers
- Contributing to a culture of continuous improvement and customer satisfaction
- Participating in an out-of-hours on-call rota for Incident Management
What will you bring?
- Strong, hands-on experience in Incident & Problem Management within a Managed Service Provider environment
- Excellent written and verbal communication skills, with confidence engaging a wide range of stakeholders
- Proven ability to prioritise, multi-task and remain calm under pressure
- Strong troubleshooting and escalation management skills
- High attention to detail and a “right first time” mindset
- A collaborative, approachable and professional working style
- ITIL Foundation certification (v3 or v4)
- Experience using ServiceNow
What can we offer you?
- Hybrid Working
- Private Medical Insurance or Company Paid Health Cash Plan
- Employee Assistance Program
- 25 days holidays plus your birthday off
- Option to purchase additional holiday (up to 5 days)
- Company Pension Scheme
- Life Assurance x 4
- A diverse workforce
- Employee investment with Node4 training Academy
- Family savings and shopping discounts through the Node4 benefits portal.
- Discounted Gym Membership
- Modern facilities with open and welcoming breakout areas
- Company Social events
- Never ending supply of hot and cold drinks, biscuits, sweets, and fruit
Why join Node4?
Founded in 2004, Node4 has experienced exceptional growth and success over the years. From an office in Derby to locations nationwide, from three people to a workforce of over 1,200. We believe that our people are the driving force behind our success. We are a vibrant, passionate, and diverse team committed to providing exceptional service as standard. We are proud of our employees and the environment that reflects our core business values of Passion, Innovation, and Trust. Node4 is the place to be if you are passionate about technology and providing exceptional service while developing your career within a welcoming and evolving company.
Incident & Problem Manager employer: The NAV | 365 People (TNP, a Node4 Company)
Node4 is an exceptional employer that prioritises the growth and well-being of its employees, offering a vibrant work culture where innovation and collaboration thrive. With benefits like hybrid working, private medical insurance, and a commitment to continuous learning through the Node4 training Academy, employees are empowered to develop their careers in a supportive environment. Located in Derby, Node4 fosters a diverse workforce and provides modern facilities, ensuring a fulfilling and rewarding workplace experience.
Contact Details:
The NAV | 365 People (TNP, a Node4 Company) Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Incident & Problem Manager
✨Tip Number 1
Network like a pro! Reach out to current employees at Node4 on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for your application process. Building connections can give you insider knowledge and make you stand out.
✨Tip Number 2
Prepare for the interview by brushing up on your Incident & Problem Management skills. Think of real-life examples where you've successfully managed incidents or resolved problems. We want to hear your stories, so be ready to share how you’ve made an impact!
✨Tip Number 3
Show your passion for continuous improvement! Research Node4’s values and think about how you can contribute to their culture. During interviews, highlight your commitment to learning and evolving in your role – it’s what they’re all about!
✨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 being part of the Node4 team. Let’s get you that job!
We think you need these skills to ace Incident & Problem Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Incident & Problem Manager role. Highlight your relevant experience in incident management and any ITIL certifications you have. We want to see how your skills align with what we’re looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re passionate about this role and how you can contribute to our team. Be sure to mention your experience with major incidents and problem-solving.
Showcase Your Communication Skills:Since this role involves engaging with various stakeholders, make sure your written application reflects your excellent communication skills. Keep it clear, concise, and professional – we love a good communicator!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at The NAV | 365 People (TNP, a Node4 Company)
✨Know Your Incident Management Inside Out
Make sure you brush up on your knowledge of Incident and Problem Management processes, especially within a Managed Service Provider environment. Be ready to discuss specific examples from your experience where you've successfully led major incidents or resolved complex problems.
✨Communicate Clearly and Confidently
Since the role involves engaging with a wide range of stakeholders, practice articulating your thoughts clearly. Prepare to explain how you would handle stakeholder communications during a major incident, and be ready to showcase your written communication skills through examples of reports or documentation you've created.
✨Showcase Your Troubleshooting Skills
Be prepared to discuss your approach to troubleshooting and escalation management. Think of scenarios where you identified root causes and implemented permanent fixes. Highlight your ability to remain calm under pressure and how you prioritise tasks effectively.
✨Emphasise Collaboration and Continuous Improvement
Node4 values a collaborative working style, so come ready to share how you've built strong relationships with teams and customers in the past. Discuss any initiatives you've led or contributed to that focused on continuous improvement in service delivery.
