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    Incident Manager - Glasgow, United Kingdom - Jiyu Consulting

    Jiyu Consulting
    Jiyu Consulting Glasgow, United Kingdom

    2 weeks ago

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    Description

    Job Description

    Incident Manager - Glasgow, Scotland - Competitive Salary with Benefits

    We are looking for an experienced Incident Manager to join our Network Operations Centre (NOC) team in Glasgow. The role involves managing and resolving incidents, ensuring timely escalation when needed, and optimizing NOC operations performance. If you have a background in incident management and escalation, strong communication, and leadership skills, we want to hear from you.

    Key Responsibilities:

    • Oversee the incident management process from start to finish, including identification, resolution, and closure.
    • Ensure incidents are logged, tracked, and escalated as per defined procedures and SLAs.
    • Effectively prioritize and allocate resources to address critical incidents and reduce downtime.
    • Collaborate with technical teams to troubleshoot and resolve complex technical issues.
    • Lead a team of NOC technicians, ensuring efficient workload distribution and meeting performance targets.
    • Provide timely updates to stakeholders on incident status and escalations.

    Qualifications:

    • Bachelor's degree in Computer Science, Information Technology, or related field.
    • Demonstrated experience in incident management and escalation, preferably in a NOC setting.
    • Proficiency in ITIL framework and incident management best practices.
    • Strong communication and interpersonal skills to engage with technical and non-technical stakeholders.
    • Ability to manage multiple incidents simultaneously in a fast-paced environment.
    • Experience with ticketing systems and incident management tools.
    • Leadership and team management abilities, with a focus on motivating and developing team members.
    • IT certifications such as ITIL Foundation, Cisco CCNA, or equivalent are advantageous.

    Additional Skills (Bonus):

    • Knowledge of networking technologies like Cisco, Juniper, or Palo Alto.
    • Familiarity with network monitoring and management tools.

    This position is suitable for someone who has experience running a Service Desk or Helpdesk and assigning tickets to the team for resolution. The role requires onsite shifts in a 4-day on, 4-day off pattern, making it essential to be able to drive due to limited public transport availability. Additionally, SC clearance is required due to the nature of the customers you will work with.

    For further details on this opportunity, please contact us directly.

    Incident Manager - Glasgow, Scotland - Competitive Salary with Benefits

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