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Technical Incident Manager

  • Location: London
  • Salary: £70000.00 - £75000.00 per annum
  • Job type: Permanent
  • Sector: IT & Information Security
This vacancy has now expired.

My Client based in Middlesex are looking for an individual responsible for leading technical incident management on a permanent basis. If you thrive in a fast paced, tech-first environment and are ready to take a hands on technical approach to a 24x7, 356 platform then this is a great opportunity to support the platform availability and technical monitoring of my clients global cloud based streaming platform!

Join their growing Technical Incident Management team as a technology-focused leader to drive the evolution of Critical Incidents Technical Response Group, handling all technical incident types. You will take ownership for Incident Management as the key decision-maker and with the authority to direct the problem resolution path for the fastest restoration to any service. Through your management and restoration of impacted services from any critical incidents, you'll apply the right technical resources and act as technical lead for major incident calls.

You'll be involved in dynamic, varied work from determining the client impact, agreeing on resolution actions, managing the Technical communication channel and collaborating with other Incident Managers. You will be passionate about delivering a Major Incident Management process of top quality and integrity to act as the interface to the other Technology and Development stakeholders. Plus, you'll have a unique opportunity to interact with suppliers!

You'll be joining a growing team who are constantly looking for ways to evolve our technology with cutting edge solutions like AWS, ECS and Lambda and using varied languages from Node.JS to Java and PHP. My client loves innovation and out of the box thinking, so if you are looking for a chance to really push technical boundaries and work with cutting edge technology then this could be an ideal opportunity for you.


  • Technically lead all aspects of critical incidents focused on fast service restoration/recovery - bridge the team communication channels and sync-points for sub-tech teams leading investigations (including 3rd party vendors and engineering teams)
  • Take ownership over the quality and integrity of the Major Incident Management process as the interface with OPS Incident Managers, Support teams, and Development/Engineering teams
  • Support and lead technical incidents requiring deep technical and problem resolution skills of the team, this may include working across regions with other TIMs/ Engineering teams / Vendors /Suppliers to support 24x7 coverage
  • Provide recommendations on troubleshooting and other Technology improvements to quickly resolve incidents, ensuring infrastructure and application stability
  • Partner with other Support, Dev and Engineering teams to resolve difficult or unique system issues that team members are not equipped to handle
  • Ensure the team meets resolution specifications as designed in the SLA while also enabling the reduction of resolution time
  • Identify failure points driving availability and accelerating mean-time-to-repair including architecture, design, process improvements, software disciplines, testing, etc…
  • Build strong internal and external relationships with technical teams, customers and third parties
  • Act as a Customer Advocate - focus on what is deemed to be the best outcome for the customer
  • Have an attitude of flexibility and willingness to support a 24x7 global operation via off-hours support or on-call availability

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

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