Incident & Escalation Lead

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 ServiceNow.

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.

Incident & Escalation Management

• 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.

Root Cause Analysis, Risk Identification & Continuous Improvement

•  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.

Operational Excellence

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

Stakeholder & Customer Communication

• 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.

ServiceNow Administration 

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

Skills & Competencies

• 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.
• ServiceNow experience (preferred but not essential).

#LI-RL1

Wellbeing that means something

• 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

Financial benefits that have your back

• 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

Grow your career with us

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

Making a Difference 

• MatchIt! Fundraise for a cause close to your heart and OneAdvanced 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 RewardHub, including:

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

At OneAdvanced, we are at the forefront of delivering sector-focused technology solutions that simplify complexity, drive meaningful progress, and help build a fairer, more inclusive society.

We’re much more than a software company. We deliver SaaS workflow applications and IT services that power organisations across Education, Government, Healthcare, Legal, Manufacturing, Housing, Retail, and more.

OneAdvanced is one of the UK’s largest business software and services companies. Based in Birmingham (The Mailbox), operating across the UK, Ireland, India, and Australia.

Our secure, scalable platform, including OneAdvanced AI, our private AI service for UK organisations, powers connectivity and innovation across critical sectors. Alongside our software are our IT services, including hosting, managed services, and application modernisation.

We strive to create an inclusive workplace that drives innovation and collaboration, championing diverse perspectives and ideas. Our Environmental, Social and Governance (ESG) strategy is embedded in everything we do, guiding us to create meaningful impact for our people, our customers and the planet.

Join us and become part of a team that’s powering the world of work and making a real difference.

Learn more at www.oneadvanced.com