Incident Manager

Sage – Newcastle Upon Tyne, England, United Kingdom

As an Incident Manager, you will minimize the adverse effects of service impairments while providing all concerned with insights about the situation so that they can continue to run their business. You will coordinate stakeholder communications, manage complex and high‑impact incidents, and drive root‑cause analysis towards future service improvements. Your role requires strong ITIL knowledge (Incident, Change, and Problem Management) and will collaborate with Product Operations, customer services, and Dev Ops teams to elevate service availability, resiliency, and maturity.

• Lead high‑pressure incidents, manage work streams, and communicate with senior stakeholders to maintain product availability, security, and performance.
• Understand operational risk and deliver excellent service to customers.
• Manage stakeholder expectations and influence decisions.
• Administer and continuously improve Incident Management and Change Management processes, including leading change boards.
• Improve reporting so key stakeholders can identify product improvements.
• Identify opportunities to simplify customer experience, mitigate risk, and improve usability.
• Collaborate with Dev Ops & Product Engineering teams to drive service improvement plans.
• Participate in the 24x7 on‑call rota to enhance the out‑of‑hours customer experience.

Must Have:

• Accomplished communicator – articulate complex technical issues in simple terms for non‑technical stakeholders.
• Strong organisational, coordination, and problem‑solving skills.
• Experience working with multiple teams across functions, multitasking, and prioritising.
• Influencing and interpersonal skills.
• Proficiency in English – verbal and written, with ability to build relationships and manage senior stakeholders.

Preferred:

• Proven experience delivering world‑class customer experience across a portfolio of products.
• Experience with AWS or Azure deployments using distributed computing, containers, Kubernetes and/or serverless technologies.

• Mid‑Senior level

• Full‑time

• Information Technology

• Software Development