Incident And Escalations Manager

2 weeks ago


Lanark South Lanarkshire, United Kingdom Jiyu Consulting Full time

Incident and Escalations Manager - Glasgow, Scotland - £36,000 plus 15% plus overtime

We are seeking a skilled and experienced Incident and Escalation Manager to join our Network Operations Centre (NOC) team. The successful candidate will play a critical role in managing and resolving incidents, ensuring timely escalation when necessary, and optimising the performance of our NOC operations. If you have a strong background in incident management and escalation, along with excellent communication and leadership skills, we want to hear from you.

Key Responsibilities:

  • Manage the end-to-end incident management process, including identification, prioritisation, resolution, and closure of incidents.
  • Ensure incidents are logged, tracked, and escalated according to defined procedures and service level agreements (SLAs).
  • Prioritise and allocate resources effectively to address critical incidents and minimise downtime.
  • Coordinate with technical teams, including engineers and analysts, to troubleshoot and resolve complex technical issues.
  • Matrix manage a team of NOC technicians, ensuring workload is distributed effectively and performance targets are met.
  • Provide timely and accurate updates to stakeholders on the status of incidents and escalations.

Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • Proven experience in incident management and escalation, preferably in a NOC environment.
  • Strong understanding of ITIL framework and best practices for incident management.
  • Excellent communication and interpersonal skills, with the ability to communicate effectively with technical and non-technical stakeholders.
  • Demonstrated ability to prioritise and manage multiple incidents simultaneously in a fast-paced environment.
  • Experience with ticketing systems and incident management tools.
  • Leadership and team management skills, with the ability to motivate and develop team members.
  • IT certifications such as ITIL Foundation, Cisco CCNA, or equivalent are a plus but not essential.

Additional Skills (Bonus):

  • Experience with networking technologies, including Cisco, Juniper, or Palo Alto.
  • Familiarity with network monitoring and management tools.

This role is one that operates on an onsite shift pattern of 4 days on, 4 days off so being able to drive is essential for the position because public transport is not something that can relied on entirely. Also, given the customers you will be working with, you will be put through SC clearance - so applicants must be eligible for this.

For more information on this opportunity, please get in touch with me or email me at (see below)

Incident and Escalations Manager - Glasgow, Scotland - £36,000 plus 15% plus overtime

#J-18808-Ljbffr
  • Incident Manager

    5 days ago


    Milton Keynes, South East, United Kingdom Domino's Pizza Full time

    Join the World's Leading Pizza Delivery CompanyMake sure to apply quickly in order to maximise your chances of being considered for an interview Read the complete job description below.You already know who we are and what we do! Domino's UK & Ireland is the powerhouse behind our exceptional products. We're innovative, dynamic, and laser-focused on delivering...

  • Contact Centre Manager

    Found in: beBee S GB - 2 weeks ago


    South Lanarkshire, South Lanarkshire, United Kingdom Pertemps Full time

    Contact Centre ManagerSouth LanarkshireFull time, Permanent £42kPertemps are delighted to be supporting a leading facilities organisation who are on the hunt for a Contact Centre Manager. This organisation are committed to driving excellent service for customers daily and you as the Contact Centre Manager will play a pivotal role in leading this. This...


  • Blantyre, South Lanarkshire, United Kingdom Eden Springs Full time

    At Eden Springs, we are committed to delivering 'Great Service Every Day' to our valued customers. As a Customer Service Manager, you will play a pivotal role in leading our dedicated team to achieve excellence and provide outstanding customer service. Lead the Customer Service team to achieve KPIs, service levels, and business targets within agreed...

  • Kitchen Assistant

    1 week ago


    Lanark, United Kingdom Daughters of Charity Full time

    **PURPOSE AND SCOPE OF THE POSITION**: To provide kitchen assistance to a quality catering service at St Catherine’s, in the preparation and provision of meals to the residents and visitors, ensuring compliance with relevant Health & Safety and Food Hygiene requirements. **PRINCIPAL DUTIES AND RESPONSIBILITIES** - To ensure that the kitchen is clean,...


  • Blantyre, South Lanarkshire, United Kingdom Eden Springs Full time

    Job Description About Us: At Eden Springs, we are committed to delivering 'Great Service Every Day' to our valued customers. As a Customer Service Manager, you will play a pivotal role in leading our dedicated team to achieve excellence and provide outstanding customer service. Key Responsibilities: Lead the Customer Service team to achieve...

  • Care Supervisor

    2 days ago


    Lanarkshire, United Kingdom JKL Care Services Full time

    **JKL Care Service** - Supervisor Job Descrip tion **Job Title Supervisor** **Qualifications **The applicant must hold a relevant SVQ in line with SSSC requirements (or equivalent) qualification or must be willing to work towards the required qualification for this role. **Job Purpose **To assist the Registered Manager in their professional and...


  • South Yorkshire, United Kingdom Morrisons Supermarket Full time

    Food Safety Technical Manager, Enforcement Based in our Leeds/Bradford Head Office 4.5 days per week with some hybrid working Very competitive industry salary, car allowance & benefits package We have a fantastic opportunity for a Food Safety Manager to join our Head Office Retail & Logistics team Reporting to the Senior Corporate Services Manager -...

  • IT Field Support Engineer

    Found in: Jooble UK C2 - 7 days ago


    Doncaster, South Yorkshire, United Kingdom Hays Full time

    IT Field Support Engineer 3 months contract - £240 INSIDE Contract to Permanent opportunity available - £45,000 plus car Doncaster - 3 days onsite / 2 days field based As a member of the IT Support Team, you will provide 2nd line technical support to IT users in the field. You will be responsible for troubleshooting technical issues, diagnosing...


  • Doncaster, South Yorkshire, United Kingdom Hays Full time

    IT Field Support Engineer 3 months contract - £240 INSIDE Contract to Permanent opportunity available - £45,000 plus car Doncaster - 3 days onsite / 2 days field based As a member of the IT Support Team, you will provide 2nd line technical support to IT users in the field. You will be responsible for troubleshooting technical issues, diagnosing...

  • Asset Governance and Performance Manager

    Found in: beBee jobs GB - 2 weeks ago


    South Lanarkshire Area, United Kingdom Scottish Fire and Rescue Service Full time

    The Scottish Fire and Rescue Service would like to invite applications for the post of Asset Governance and Performance Manager, based in SFRS Headquarters, Cambuslang, G72 7NA on a permanent basis. This is a full-time opportunity, working 35 hours per week. The successful candidate will be required to develop, lead, manage and ensure the effective delivery...

  • Asset Governance and Performance Manager

    Found in: beBee S GB - 3 weeks ago


    South Lanarkshire Area, United Kingdom Scottish Fire and Rescue Service Full time

    The Scottish Fire and Rescue Service would like to invite applications for the post of Asset Governance and Performance Manager, based in SFRS Headquarters, Cambuslang, G72 7NA on a permanent basis. This is a full-time opportunity, working 35 hours per week. The successful candidate will be required to develop, lead, manage and ensure the effective delivery...


  • South West London, United Kingdom Hays Full time

    Key Accountabilities:As part of our team, you will be responsible for the following:First-Line IT Support:Take ownership of customer incidents or service requests and see them through to resolution.Monitor support ticket queues, ensuring timely action in line with service level agreements (SLAs).Maintain accurate support tickets and provide daily progress...


  • South Shields, United Kingdom CDS Recruitment Ltd Full time

    This is an exciting opportunity for a Multi Skilled Maintenance Technician to join an established business on a permanent basis. THE ROLE: - Provide maintenance support to production by ensuring a fast and efficient response to equipment problems. - Carry out maintenance on all equipment - Escalate any issues with maintenance within the agreed timeframes...

  • Head of Health

    6 days ago


    South East, United Kingdom Airport Retail Enterprises (UK) Limited Full time

    **Head of Health & Safety (UK) - for a growing international food and beverage business** **Job Type**: Permanent, full-time, 40 hours a week. Based from either Heathrow, Gatwick or Luton Airport - this role will be required to travel between our other airport sites on a regular basis. **Salary: £47,000 per annum based on 40 hours a week.** Are you an...

  • IT Technician

    6 days ago


    South Croydon, United Kingdom Harris Federation Full time

    Are you an IT professional looking to provide support in a thriving academy? We are currently looking to appoint an ICT Technician to provide an outstanding IT support service to the staff, students and trainee teachers at Harris Academy Purley. **About Us** **Main Areas of Responsibility** Incident, Request and Problem Management - To provide...


  • East Kilbride, South Lanarkshire, United Kingdom Routes To Work South Registered company in Scotland under SC217367 with charitable status under Full time

    Job Specifics Reference No: CD111 Location: East Kilbride Hours: Full Time (40hrs) Salary: £23,545 Job Overview We are currently seeking to appoint a Security Officer to join our World Host Customer Care trained team. Reporting to our Security Supervisor you will be involved in various activities which include assisting our customers. We believe that...


  • Doncaster, South Yorkshire, United Kingdom Thornton Gregory LTD Full time

    We are working with a market leading CDP (Customer Data Platform) and Fraud products to build their Cyber Security Team with a Cyber Security Analyst. You would have come from IT and transferred into Cyber Security ideally from a regulated background. The organisation maintains an established Global Information Security Management System as the Senior...

  • Hse Advisor

    5 days ago


    Doncaster, South Yorkshire, United Kingdom Brownlee Cale Full time

    Brownlee Cale are currently recruiting on behalf of a Principal Contractor who specialise in highways and infrastructure projects across the UK. Due to an increased workload they are looking for an experienced HSE Advisor to join their Site team on a project in Doncaster.The Role Maintaining a strong knowledge of Legislation, Guidance & Codes of Practice...

  • Senior Site Manager

    2 weeks ago


    South Kesteven, Lincolnshire, United Kingdom Green Recruitment Company Full time

    Job Title: Senior Site Manager Location: Portgordon, Scotland, United Kingdom (On-site) TGRC are happy to be working with one of the leading anaerobic digestion and Biogas Production businesses in the UK. Based in Scotland they looking to scale adding to the team with a key Site Leader role. You will have overall accountability for ensuring the...


  • East Kilbride, South Lanarkshire, United Kingdom Routes To Work South Registered company in Scotland under SC217367 with charitable status under Full time

    Job Specifics Reference No: CD112 Location: East Kilbride Hours: Full Time (Rotational Shifts) Salary: £23,545 Job Overview We are currently seeking to appoint a Security Officer to join our World Host Customer Care trained team. Reporting to our Security Supervisor you will be involved in various activities which include assisting our customers. We...