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 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 30000 - 40000 £ 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 in Leicester 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 passion, innovation, and trust are at the forefront. With benefits such as hybrid working, private medical insurance, and a commitment to continuous improvement through the Node4 training Academy, employees can thrive in their careers while enjoying a supportive and collaborative environment. Located in Derby, Node4 provides modern facilities and a diverse workforce, making it an ideal place for those looking to make a meaningful impact in the technology sector.
Contact Details:
The NAV | 365 People (TNP, a Node4 Company) Recruitment Team
