Incident & Escalation Lead

Join One Advanced

This is a high-impact, high-visibility standalone role responsible for leading the end-to-end management of critical incidents, customer escalations, and service-impacting issues. The Incident & Escalation Lead operates with clear authority, significant exposure to senior leadership, and plays a pivotal role in protecting customer trust and service reliability.

The role ensures swift resolution, decisive coordination, clear executive-level communication, and continuous improvement across incident and escalation processes. It suits someone who is highly organised, calm under pressure, and experienced in incident management—ideally with hands-on familiarity with Service Now.

This is a hybrid role based out of our Birmingham HQ, with the expectation that the successful candidate will attend the office 1–2 times per month, as required.

• Act as the primary owner for all major incidents and customer escalations.
• Lead coordination across internal teams to ensure timely resolution.
• Identify patterns across incidents and feed insights into service improvements.

• Conduct root‑cause analysis on high‑impact incidents and drive corrective and preventative actions.
• Identify risks through incident and issue trends, escalating them to the Risk function as needed.
• Work cross functionally with Risk, Compliance, and Governance teams to assess and mitigate emerging risks.
• Continuously improve incident processes, documentation, and SLAs to strengthen operational resilience.

• Ensure adherence to operational processes, compliance standards, and regulatory requirements.
• Maintain accurate incident documentation and reporting.
• Develop and refine response playbooks and escalation paths.

• Provide clear, timely updates to internal stakeholders and customers during incidents.
• Build strong cross‑functional relationships with Product, Engineering, Support, and Operations.
• Act as the subject matter expert for incident and escalation queries.

• Use Service Now to log, triage, track, and close incidents and escalations.
• Create and maintain incident workflows, dashboards, and reporting where required.
• Identify opportunities to improve Service Now usage for incident tracking.

• Strong incident and escalation management background.
• Excellent communication and stakeholder‑management skills.
• Effective problem‑solving and analytical skills.
• Ability to make sound decisions under pressure.
• High attention to detail with strong organisational skills.
• Calm, professional, and customer‑focused approach.
• Service Now experience (preferred but not essential).

• 26 days’ holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every year
• Exceptional 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
• Robust sick pay of up to 13 weeks full pay + 13 weeks half pay
• 24/7 Employee Assistance Programme for confidential support
• Private medical insurance for everyone
  , no medical-history exclusions

• Performance-based rewards tailored to your role
  , from company-wide bonuses to OTE and commission structures
• Income protection
  : up to 75% salary for 5 years if you ever need it

• Skills Hub learning platform with leadership pathways, future-manager training, and a huge online library
• Access to external training and apprenticeships

• Match It!Fundraise for a cause close to your heart and One Advanced will match part of the funding
• Pennies from Heaven
  donate the pennies from your pay check to help make a difference without lifting a finger

Plus plenty other flexible benefits to suit your lifestyle on our Reward Hub, including:

• ULEV car scheme with 1,000+ models
• Dental insurance, Health Cash Plan, Critical Illness Cover, Partner Life Cover

At One Advanced, we are at the forefront of…