Incident and Problem Manager

Job title: Incident and Problem Manager

Office location: Spanskih boraca, Belgrade - Hybrid working (3 days in the office)

About the role and the Team:

Incident and Problem Manager will drive swift resolution of high priority incidents by co-ordinating resources and establishing clear communication between technical teams and with the wider business. They will also systematically analyse previous incidents to identify repeated issues and root causes, instigates corrective action to reduce the number or impact of incidents in the future.

What will you be doing?

• Take lead responsibility during high priority incidents to ensure that the right resources are engaged in fault resolution
• Communicate regularly and clearly with stakeholders during a high priority incident, initiating escalation activities when appropriate
• Analyse incidents via both deep dives and statistical analysis to identify root causes, identifying improvement opportunities (both technical and procedural)
• Initiate and follow through on agreed action plans
• Reference: kJKAORO9US-hfB3qQhorLgnyt_HFeZ2ZN9XtQeLaNt9ree5wmLYnMFuN0Kxif9UB

What we are looking for:

• Bachelor's degree in IT, Engineering, or related discipline
• At least 3 years of experience in Network Operations Management or a similar role
• Strong knowledge of Network Service Management and ITIL, with experience using ticketing systems (e.g. Jira) and monitoring tools (e.g. Zabbix)
• Strong managerial and collaboration skills, with the ability to work effectively in a team
• Ability to analyse large volumes of technical data and work effectively in a fast-paced environment
• Strong problem-solving, analytical, and time management skills

Why work for us?

We're in your corner and our vision is to be the UK's most loved and desired broadband provider, that shows the way broadband is done!

Awarded Broadband Provider of the Year 2023 Uswitch Telecoms Awards, as voted for by 20,000 customers, plus Fair Terms Gold Award 2023. We're also very proud to have been awarded Great Place to Work Certification (2022-23) and UK's Best Workplaces for Wellbeing (2022)

In our Belgrade office, we work with our UK colleagues in a shared mission: to gigabit Britain. Our office started up in 2013 with what was then 20 developers, now we're more than 700 people. Do you want to be a part of our next adventure?

Going beyond the expected

Whatever we're doing – whether we're liaising with our customers, delivering our network, or working on our company strategy, going beyond the expected is the benchmark for everything we do. How we work is shaped by our three culture principles:

• We work smarter together
• We stay focused
• We strive for excellence

Some of our key Benefits:

• Competitive salary
• Global Remote working for up to 2 week per year for those who are able to work remotely
• 25 days' paid holiday increasing each year, to a max of 35
• Extra days off for your birthday, move house and volunteer
• Access to a wellbeing platform, Rezilient
• Partnership with SOS Children's Village
• Private medical insurance (Permanent employees)
• Fit Pass discount
• Technology discount
• Team sports activities
• Massages in the office
• Sweet Tuesdays

We're committed to providing equal opportunities to all applicants and employees. In fact, this is at the heart of our culture and values. We welcome applications from candidates from all walks of life.

What happens next?

1. You apply (please send us your CV in English)
2. We carefully review your application
3. We'll get back to you — even if it's a no (for now)