{"id":1891685,"url":"https://alion.io/job/giacom-incident-manager","title":"Incident Manager","company":{"id":2324737,"name":"Giacom","domain":"giacom.com","url":"https://alion.io/company/giacom","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-08T05:49:30Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-07-14T10:41:34Z","employer_posted_date":"2026-07-14","last_verified_at":"2026-10-08T21:35:32Z","board_verified":true,"closed_at":null,"days_open":86,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":86},"description":"Giacom is the only provider of Comms, Cloud, Hardware and Billing through one platform.\nOur platform connects technology resellers and service providers to the best IT, Comms and Cloud products and services so they can create brilliant technology solutions for UK businesses.\nPlatform Operations and in turn the Incident & Change Team is responsible for the performance, stability, reliability, and security of our customer facing platforms across Marketplace, Integrations & Tools. It is a multi-disciplined department consisting of Platform TechOps Engineers, Platform DevOps Engineers, and Platform Technical Specialists who work closely with the other departments and teams across Platform Product, Platform Delivery & Engineering, and the wider business.\nThis is a technical and varied role offering the successful candidate the opportunity to work with all stakeholders across the business, very much in a value-add capacity. Responsible for incident response and continuous improvement of support processes, you will help support the other areas of Platform as they develop and run infrastructure, COTS Products, and Services for our applications. Our aim is to provide excellent customer service by ensuring platform stability and availability.\nWhat you'll be doing\nResponsible for running Major Incidents across the business that affect our trading platform\n\nManage and take ownership of Incidents, and defects across the platforms.\n\nEngaging with Management & Stakeholders.\n\nLeading the root cause analysis and creation of incident post-mortems off the back of service restoration.\n\nAccountable for proactively managing and prioritising ticket queues and ensuring that all incidents and requests are accurately logged and updated in accordance with our SLA’s and procedures within our ITSM system.\n\nContribute effectively to the establishment and maintenance of the Security and Technology departmental knowledge, documenting clear instructions and known fixes.\n\nParticipate in the on-call rota, being available 24/7 when scheduled to be on call\n\nSkills, Qualifications, and Experience\nProven experience in a Support or Service Desk role.\n\nSolid understanding and practical application of ITIL principles is essential, particularly in Incident and Problem Management.\n\nDemonstratable experience within the support space\n\nDemonstratable experience within the Incident & Problem space.\n\nClient-centric approach with ability to be flexible with workload patterns.\n\nA working knowledge of SQL\n\nDemonstratable experience with Incident Management tools and processes across Agile spaces.\n\nA driven and enthusiastic individual with a keen interest in technology and the ability to organise and self-manage.\n\nWhat's in it for you?\nHybrid working\n\nInvestment in your future career with a variety of learning and development opportunities.\n\nNo dress code - embrace the freedom to bring your whole self to work.\n\n25 days annual leave, plus bank holidays. You'll even get your birthday off, too!\n\nA pension plan for your future.\n\nComplimentary refreshments in all our offices.\n\nFor a comprehensive list of all our benefits, clickhere.\nDiversity and equality lie at the heart of our values. As an equal opportunities and disability-confident employer, we encourage applications from all eligible candidates, regardless of their backgrounds. We firmly believe that diversity enriches and strengthens our team with a variety of perspectives that drives innovation.","description_format":"text","description_chars":3459,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Annual leave","Hybrid work"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Technology","Managed IT Services (MSP)","IT Resellers & VARs"],"lifecycle":[{"event":"open","at":"2026-10-05T05:25:48Z"}],"visa":[],"liveness":{"score":9,"band":"cold","label":"Long shot","p_open":1,"p_active":0.324,"p_room":0.28,"age_days":85,"expected_fill_days":21,"reasons":["conf:2","win:tail","crowd:"],"computed_at":"2026-10-08T05:49:30Z"},"pay":null,"html_url":"https://alion.io/job/giacom-incident-manager","json_url":"https://alion.io/job/giacom-incident-manager.json","meta":{"generated_at":"2026-10-09T02:09:05Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":31,"day_limit":5000,"remaining_today":4969,"minute_limit":60,"resets_at":"2026-10-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2324737},"rest":"https://alion.io/mcp/rest/get_company?id=2324737"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgiacom-incident-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fgiacom-incident-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fgiacom-incident-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/giacom-incident-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgiacom-incident-manager"}]}