Join to apply for the Incident Manager role at OpticoreIT to support a large‑scale infrastructure and network transformation across an 800+ hotel estate. The role manages incidents arising from implementation and migration works, ensuring fast resolution, effective communication and smooth transition into BAU Operations.
What you'll be doing
* Own and manage all incidents linked to migration and transformation works.
* Coordinate triage, diagnosis, escalation and resolution across multiple vendors.
* Act as single point of contact for incident escalation between Programme and Operations.
* Lead major incident management, ensuring timely RCA and corrective actions.
* Track and report incident trends, SLAs and service performance via ServiceNow.
* Drive continuous improvement by identifying repeat issues and recommending process changes.
* Support service transition and ensure clear documentation and knowledge handover to BAU.
What you'll bring
* 5+ years in Incident Management/Service Operations within large, multi‑site or distributed environments (hospitality, retail, or telecoms).
* Hands‑on experience with ServiceNow and ITIL‑aligned processes.
* Strong understanding of network infrastructure (SD‑WAN, LAN, WLAN, routers, firewalls).
* Proven ability to coordinate across multiple delivery partners and technical teams.
* Excellent communication, analytical and stakeholder‑management skills.
* Experience managing incidents during major network or IT transformation programmes.
Diversity & Inclusion
At OpticoreIT we embrace diversity and are committed to equal opportunities. We actively recruit for an inclusive workforce and will support any adjustments you require during the application or interview process.
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