Incident Manager

When a network incident hits, things can get busy quickly. Customers want answers, teams need direction and issues need resolving - fast.
That’s where you come in.
At Convergence Group, we’re looking for an Incident Manager to take ownership of incidents from start to finish, drive resolution and keep customers informed along the way. You’ll be at the heart of our Service Desk and NOC, making sure incidents are handled properly, SLAs are met and our customers get the service they expect. This is a hands‑on role where you’ll need to stay calm under pressure, bring people together and know when to escape to get things moving.
What It’s Really Like Here
The pace and intensity are higher than most environments in our sector. The workload is typically around 30% greater than many people will have experienced elsewhere - not because we are chaotic, but because we are ambitious and constantly building. We grow organically and through acquisition, continuously integrating, improving and raising the bar. The landscape evolves, priorities shift, and expectations rise.

If you prefer a predictable, static environment, this probably won’t feel comfortable. If you are energised by growth, movement and high standards, it can be deeply rewarding.
Your strengths will have a bigger platform here - and you will be stretched behaviourally more than in most environments. We value respectful honesty: anyone can challenge an idea; hierarchy doesn’t protect thinking and getting it right matters more than being right. Ego doesn’t perform well here; curiosity, learning and ownership do. We hire people who are already strong at their craft - the stretch at Convergence Group is navigating pace, complexity and constant evolution.

This environment isn’t for everyone, but for the right person it offers an exceptional opportunity for impact, growth and accelerated development.
What You’ll Do As Our Incident Manager

• Own incidents and service requests end-to-end, making sure they’re correctly logged, classified, prioritised and progressed in line with SLAs.
• Drive resolution and manage escalations, working with 1st and 2nd line teams, suppliers and technical teams to remove blockers and keep incidents moving.
• Take the lead on Major Incidents, coordinating the right people, managing communication and acting as Major Incident Manager when required.
• Keep customers informed, acting as the single point of contact for escalations and providing clear updates throughout an incident.
• Manage and support the Service Desk team, acting as deputy to the NOC Manager when needed and making sure the Incident Management process is followed consistently.
• Monitor performance and identify improvements, producing incident reports and KPIs, spotting trends and turning lessons learned into better processes and service.
• Improve first-time fixes, working with Problem Management and Knowledge teams to identify root causes, create knowledge articles and prevent repeat incidents.
• Be the Incident Management subject matter expert across the NOC and Service Desk.

• 5+ years’ Incident Management experience, ideally within a Service Desk, NOC, telecoms or ISP environment
• Strong knowledge of Incident and Problem Management processes and techniques, with ITIL certification a bonus
• Experience leading people and coordinating busy operational teams, with the ability to manage multiple high-priority incidents and competing demands
• A good understanding of networking, telecoms or ISP environments. Cisco, Huawei or HP-Aruba knowledge or certifications would be useful
• Excellent communication and relationship-building skills, with the confidence to deal with customers, suppliers and stakeholders at all levels
• A calm, organised approach under pressure, with…