{"id":3908558,"url":"https://alion.io/job/oneadvanced-technical-incident-manager","title":"Technical Incident Manager","company":{"id":51451,"name":"OneAdvanced","domain":"oneadvanced.com","url":"https://alion.io/company/oneadvanced","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":{"grade":"A","score":100,"open_postings":6,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":19,"computed_at":"2026-11-07T05:47:08Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Birmingham, United Kingdom"],"countries":["GB"],"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":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"FinOps","optional":false},{"name":"Grafana","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-11-07T05:02:32Z","employer_posted_date":"2026-11-07","last_verified_at":"2026-11-07T13:17:35Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Join OneAdvanced\nWe are looking for an experienced Technical Incident Manager who will act as the single point of contact from the technology teams during incidents, working closely with our Major Incident Managers and Customer Success teams. You will make sure every incident has clear technical ownership, accurate information and a fast route to resolution, and you will use incident data, post-incident reviews and change insights to reduce repeat failures across our platforms. This role also helps manage cloud cost of goods sold (COGS), working with FinOps and engineering teams to balance resilience against the cost of running our services. Hands-on knowledge of AWS and Azure is strongly preferred, along with the financial acumen to explain cost trends and trade-offs to senior stakeholders.\nWhat You Will Do\nThe Technical Incident Manager is the single point of contact (SPOC) from the technology teams for incidents. The role connects engineers, Major Incident Managers and Customer Success, so that each incident has clear technical ownership, accurate information and a fast route to resolution. Outside incidents, the postholder uses incident data to reduce repeat failures and helps manage cloud cost of goods sold (COGS), linking service reliability to the cost of running our platforms.\nKey responsibilities\nIncident coordination\nAct as the technical SPOC during priority incidents. Engage the right engineering owners quickly and keep them focused on diagnosis and recovery.\nWork alongside the Major Incident Manager. The MIM runs the incident process, and the Technical Incident Manager owns the technical picture and accountability within the technology teams.\nGive Customer Success clear, accurate and timely technical updates they can pass to customers, including impact, current status, next steps and expected resolution times.\nEscalate through agreed routes when ownership is unclear, progress stalls or an incident threatens customer commitments.\nLearning and prevention\nContribute technical analysis to post-incident reviews and root cause analysis, and make sure corrective actions have named owners and due dates.\nTrack repeat incidents and check that completed actions address the underlying cause.\nFeed change-related findings into CAB and the change review process, working with Change & Release Management to improve risk assessment.\nMaintain incident runbooks, escalation contacts and service ownership information, and flag CMDB gaps found during incidents.\nReport incident trends, themes and recurring weak points to technology and sector leadership.\nCOGS and financial management\nWork with FinOps and engineering teams to monitor, analyse and reduce cloud and infrastructure costs for the services you support.\nIdentify cost drivers such as over-provisioned resources, idle capacity, inefficient architecture and incident-driven spend.\nWeigh cost against resilience when recommending changes. Cost saving must not weaken critical services.\nPrepare clear summaries of cost trends, savings opportunities and risks for senior stakeholders.\nWhat You Will Have\nEssential experience and skills\nProven experience in incident management, technical operations, SRE or a similar role in a SaaS or technology-led organisation.\nStrong working knowledge of ITIL-aligned incident, problem and change processes, with practical experience of live incident response.\nHands-on cloud knowledge of AWS and/or Azure, with enough technical depth to challenge engineers and to understand architecture, dependencies and failure modes.\nFinancial acumen: comfortable with budgets, unit economics and cost allocation, and able to explain cost data and its trade-offs to non-finance audiences.\nExcellent communication. You can brief executives, engineers and customer-facing teams in different language, calmly and under pressure.\nStrong analytical skills and sound judgement when information is incomplete.\nExperience with ITSM and observability tooling (for example ServiceNow, Grafana or similar).\nDesirable\nStrong preference for experience across both AWS and Azure.\nFinOps experience or certification (FinOps Practitioner).\nITIL 4 certification and cloud certifications (AWS Solutions Architect, Azure Administrator or Architect).\nExperience with CMDB and service mapping, and with root cause analysis methods.\nExperience working across multiple sectors or product lines.\nFamiliarity with regulatory or customer resilience expectations in the sectors we serve.\nBehaviours\nTakes ownership and follows through until actions are complete.\nStays composed in high-pressure situations and creates calm for others.\nBuilds credibility with engineers through technical competence.\nWorks collaboratively across functions without relying on formal authority.\nCurious about root causes and committed to continuous improvement.\nMeasures of success\nFaster time to engage the right technical owners during incidents.\nClear, consistent customer communication from technology during incidents.\nFewer repeat incidents, with post-incident actions closed and verified.\nTighter linkage between change and incident data.\nDemonstrable COGS reduction and improved cost visibility for supported services.\nPlease note, applicants must have the legal right to work in the UK at the time of application.\nWhat We Do For You\nWellbeing that means something\n26 days’ holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every year\nExceptional family leave, 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, plus 5 days paid bereavement leave\nRobust sick pay of up to 13 weeks full pay + 13 weeks half pay\n24/7 Employee Assistance Programme for confidential support\nPrivate medical insurance for everyone, no medical-history exclusions\nFinancial benefits that have your back\nPerformance-based rewards tailored to your role, from company-wide bonuses to OTE and commission structures\nIncome protection: up to 75% salary for 5 years if you ever need it\nPension with 5% matched company contributions\nLife assurance worth 4x your salary from day one\nFree financial planning session with the option to engage in more tailored financial coaching.\nGrow your career with us\nSkillsHub learning platform with leadership pathways, future-manager training, and a huge online library\nAccess to external training and apprenticeships\nMaking a Difference\nMatchIt! Fundraise for a cause close to your heart and OneAdvanced will match part of the funding\nPennies from Heaven donate the pennies from your pay check to help make a difference without lifting a finger\nPlus plenty other flexible benefits to suit your lifestyle on our RewardHub, including:\nULEV car scheme with 1,000+ models\nDental insurance, Health Cash Plan, Critical Illness Cover, Partner Life Cover, Health Assessment, Gym Membership\nWho We Are\nAt OneAdvanced, we are at the forefront of delivering sector-focused technology solutions that simplify complexity, drive meaningful progress, and help build a fairer, more inclusive society.\nWe’re much more than a software company. We deliver SaaS workflow applications and IT services that power organisations across Education, Government, Healthcare, Legal, Manufacturing, Housing, Retail, and more.\nOneAdvanced is one of the UK’s largest business software and services companies. Based in Birmingham (The Mailbox), operating across the UK, Ireland, India, and Australia.\nOur secure, scalable platform, including OneAdvanced AI, our private AI service for UK organisations, powers connectivity and innovation across critical sectors. Alongside our software are our IT services, including hosting, managed services, and application modernisation.\nWe strive to create an inclusive workplace that drives innovation and collaboration, championing diverse perspectives and ideas. Our Environmental, Social and Governance (ESG) strategy is embedded in everything we do, guiding us to create meaningful impact for our people, our customers and the planet.\nProud to be recognised in the Financial Times’ Best Employers 2026 list for the second-year running, an independent and data led ranking based on employee feedback. Join us and become part of a team that’s powering the world of work and making a real difference.\nJoin us and become part of a team that’s powering the world of work and making a real difference.\nLearn more at www.oneadvanced.com","description_format":"text","description_chars":8416,"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":["Dental insurance","Gym membership","Health insurance","Parental leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["ERP & Business Management Software","EHR & Clinical Software","HR & Payroll Software","Legal Software"],"lifecycle":[{"event":"open","at":"2026-11-07T05:02:32Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":0,"expected_fill_days":19,"reasons":["conf:0","velocity","win:early"],"computed_at":"2026-11-07T05:47:08Z"},"pay":null,"html_url":"https://alion.io/job/oneadvanced-technical-incident-manager","json_url":"https://alion.io/job/oneadvanced-technical-incident-manager.json","meta":{"generated_at":"2026-11-07T15:38:09Z","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_verified","counted_by":"address","units_charged":1,"used_today":21322,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-08T00:00:00Z"}},"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":51451},"rest":"https://alion.io/mcp/rest/get_company?id=51451"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Foneadvanced-technical-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%2Foneadvanced-technical-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%2Foneadvanced-technical-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/oneadvanced-technical-incident-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Foneadvanced-technical-incident-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3908558}},{"tool":"search_jobs","arguments":{"company":"oneadvanced.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3908558},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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