Incident & Escalation Manager

The Incident and Escalation Manager oversees and resolves critical customer issues, system incidents and escalations within our Services organisation. The role requires a proactive and strategic lead who can co-ordinate cross-functional teams, apply industry best practices for incident and escalation management and ensure swift resolution of customer-impacting issues.

The role-holder has extensive experience in incident and escalation management, customer support, and operations, with a strong focus on process optimisation, root cause analysis, and stakeholder communication in a SaaS environment. They play a key role in maintaining service excellence and minimising disruptions.

Incident & Escalation Management

• Serve as the main point of contact for critical customer incidents and escalations.
• Oversee and drive the entire incident response process, ensuring swift resolution with minimal disruption.
• Develop and implement incident response strategies to optimize operational efficiency and service quality.
• Work closely with internal teams (Engineering, Product, Value Creation, etc) to facilitate effective issue resolution and ongoing improvements.

Communication & Stakeholder Management

• Deliver timely updates to customers, internal stakeholders, and leadership on ongoing incidents and escalations.
• Compile and share post-incident reports, detailing root cause analysis and corrective actions.
• Collaborate with customer support teams to ensure escalations are addressed promptly and professionally.
• Contribute significantly to maintaining a consistent and positive customer experience.

Process Optimization & Prevention

• Work cross-functionally to develop and enhance incident management policies and procedures.
• Perform post-incident reviews to identify patterns, recurring challenges, and areas for improvement.
• Introduce and optimize processes and tools to improve incident tracking, reporting, and resolution workflows.
• Provide training to support teams on best practices for escalation management and effective customer communication.

Monitoring & Reporting

• Monitor and analyse incident metrics, escalation trends, and resolution times to identify areas for continuous improvement.
• Provide comprehensive reports on incident trends and support team performance to leadership.
• Collaborate with Product and Engineering teams to prioritize fixes and enhancements based on recurring issues

• Previous experience in Incident and Problem Management within a SaaS or similar technology environment.
• Confronts tough organisational issues promptly, works to resolve them with urgency; is a role model of courage, coaching others on how to stand up for what they believe in when facing adversity or opposition
• Uses customer feedback and data to drive continuous improvement; creates an environment in which team members feel a strong sense of ownership and accountability toward creating the best possible customer experience
• Ensures that people internalize policies and standards and accept full responsibility for their decisions; confidently makes choices in the best interests of the organisation, deals constructively with resistance
• Engages diverse groups by communicating in a way that matches each group's preferences; listens carefully and probes beneath the surface to gain richer insight on others' views
• Helps team hold each other accountable for goals, adherence to policies and procedures; tracks team metrics and milestones, redirecting effort, as necessary, for continued progress
• Competent working in incident tracking tools (e.g., Jira, ServiceNow, Zendesk)

Wellbeing focused – Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral

• Annual Leave – 25 days of annual leave, plus public holidays and the ability to buy additional days
• Employee Assistance Programme – Free advice, support, and confidential counselling available 24/7 through Care First
• Endometriosis Friendly Employer - We are proud to confirm our commitment to developing an environment and culture that allows those with endometriosis to thrive in the workplace

Personal Growth - Regardless of where you are at in your career, we’re committed to enabling your growth personally and professionally

• Development Programmes – From Future Managers to Leadership Training, our development programmes help you get where you need to go
• Performance Bonus – Our Group-wide bonus scheme enables you to reap the rewards of your success

Financial wellbeing - We understand as well as your mental wellbeing, your financial wellbeing is really important

• Pension Scheme – Our plan with Scottish Widows offers 5% matched contribution by the company
• Income protection insurance – Providing you with support and assistance when you need it most

Recognition – Highlighting and rewarding the great work our people do

• Performance & Talent – Our own technology platform that allows you to get real-time feedback, conversations and goals to help you become your best self

Making a Difference – we provide opportunities to help our people make a difference to the causes they care about

• MatchIt! – Fundraise for a cause close to your heart and OneAdvanced will match part of the funding
• Volunteering Time – Our volunteering leave scheme allows you to use your time to help those who need it
• Pennies from Heaven – donate the pennies from your pay check to help make a difference without lifting a finger

OneAdvanced is one UK's largest providers of business software and services serving 20,000+ global customers with an annual turnover of £330M+. We manage 1.5 million 111 calls per month, support over 2 million Further Education learners across the UK, handle over 10 million wills, and so much more. Our mission is to power the world of work and, as you can see, our software underpins some of the UK's most critical sectors.

We invest in our brilliant people. They are at the heart of our success as we strive to be a diverse, inclusive and engaging place to work that not only powers the world of work, but empowers the growth, ambitions and talent of our people.

To learn more about working at OneAdvanced please click here