Technology Incident Manager - Glasgow Head Office

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Job Title: Technology Incident Manager

Location: Glasgow Head Office

Reports to: IT Operations Manager

Salary Details: Competitive Package

Working Pattern:

37.5 hours per week Mon-Fri, covering shifts across hours 08:00 - 18:00

Job Purpose:

Operating within a 24x7 on-call shift rota, this purpose of this role is to own and orchestrate resolution of critical technology incidents and provide cross functional leadership, coordination, communication and facilitate productive collaboration with all parties involved to drive the restore of normal services and minimise business impact in a timely manner.

The Incident Management role exists to rapidly assemble the necessary technical resources to resolve critical incidents. They will also establish clear and purposeful lines of communication between the technical team and senior stakeholders. The Incident Manager is responsible for providing real-time updates and setting expectations with all senior stakeholders throughout the incident lifecycle.

A key objective of the incident process is to ensure that all involved parties are well-coordinated and work efficiently together to restore affected services as swiftly as possible.

Post incident resolution, the Incident Manager takes ownership of post-incident activities. These responsibilities include coordinating and distributing comprehensive incident reports, as well as leading and monitoring continuous improvement initiatives and lessons learned initiatives to prevent future occurrences.

When not actively engaged in the management of major incidents, the post holder will support wider IT Service Management (ITSM) activities across the department. This may include, but is not limited to, change management, release management, problem management, and other aligned ITSM processes, as required to support operational priorities.

Principle Tasks & Responsibilities:

• Coordinate Incident Response: Lead the response team, mobilise technical experts, assign tasks, and manage the incident resolution timeline.
• Minimise Downtime: Implement structured response procedures and prioritise resolution actions based on business impact and criticality.
• Stakeholder Communication: Serve as the primary communication hub, providing regular business impact focused updates to users, business & IT management and senior stakeholders.
• Lead Cross-Functional Teams: Coordinate efforts across IT teams (infrastructure, applications, security, development, etc) to ensure productive collaboration.
• Major Incident Management: Lead and manage the end-to-end lifecycle of major incidents, ensuring effective coordination, escalation, and resolution.
• Drive Continuous Improvement: Lead post-incident reviews, identify root causes, document lessons learned and implement preventive learning measures.
• Risk Management: Support the mitigation of IT risks and help prioritise resources to reduce the likelihood and impact of future disruptive events.
• Problem-Solving: Assess incidents, coordinate root cause analysis and support creative solution development.
• Decision-Making: Make rapid, well-informed decisions under pressure to manage disruptions and minimise damage.
• Change Management Collaboration: Work with CAB members for emergency changes to restore service.

Skills & Experience:

Essential

• Degree level qualification or equivalent professional experience
• ITIL 4 Foundation
• 5 years IT industry experience, including in-depth understanding of ITSM principles and processes
• Confident, influential and assertive in leading cross-functional teams under pressure
• Strong analytical and troubleshooting mindset; able to grasp complex situations quickly
• Excellent team management and team organisation skills
• Ability to translate technology issues into business impact understanding
• Organised, detail-oriented, and able to manage multiple tasks under time pressure.
• Collaborative team player with a customer-first attitude.
• Ability to communicate across all Levels of the business
• Problem-Solver
• Excellent Interpersonal skills

Desirable

• ITIL 4 Practitioner
• ISO/IEC 27035 certified
• Working knowledge of ISO 22301
• Exposure to SaaS/cloud environments and technology operations