Technical Incident Manager

We are looking for an experienced Technical Incident Manager who will act as the single point of contact from the technology teams during incidents, working closely with our Major Incident Managers and Customer Success teams. You will make sure every incident has clear technical ownership, accurate information and a fast route to resolution, and you will use incident data, post-incident reviews and change insights to reduce repeat failures across our platforms. This role also helps manage cloud cost of goods sold (COGS), working with FinOps and engineering teams to balance resilience against the cost of running our services. Hands-on knowledge of AWS and Azure is strongly preferred, along with the financial acumen to explain cost trends and trade-offs to senior stakeholders.

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The Technical Incident Manager is the single point of contact (SPOC) from the technology teams for incidents. The role connects engineers, Major Incident Managers and Customer Success, so that each incident has clear technical ownership, accurate information and a fast route to resolution. Outside incidents, the postholder uses incident data to reduce repeat failures and helps manage cloud cost of goods sold (COGS), linking service reliability to the cost of running our platforms.

Key responsibilities

Incident coordination

• Act as the technical SPOC during priority incidents. Engage the right engineering owners quickly and keep them focused on diagnosis and recovery.
• Work alongside the Major Incident Manager. The MIM runs the incident process, and the Technical Incident Manager owns the technical picture and accountability within the technology teams.
• Give Customer Success clear, accurate and timely technical updates they can pass to customers, including impact, current status, next steps and expected resolution times.
• Escalate through agreed routes when ownership is unclear, progress stalls or an incident threatens customer commitments.

Learning and prevention

• Contribute technical analysis to post-incident reviews and root cause analysis, and make sure corrective actions have named owners and due dates.
• Track repeat incidents and check that completed actions address the underlying cause.
• Feed change-related findings into CAB and the change review process, working with Change & Release Management to improve risk assessment.
• Maintain incident runbooks, escalation contacts and service ownership information, and flag CMDB gaps found during incidents.
• Report incident trends, themes and recurring weak points to technology and sector leadership.

COGS and financial management

• Work with FinOps and engineering teams to monitor, analyse and reduce cloud and infrastructure costs for the services you support.
• Identify cost drivers such as over-provisioned resources, idle capacity, inefficient architecture and incident-driven spend.
• Weigh cost against resilience when recommending changes. Cost saving must not weaken critical services.
• Prepare clear summaries of cost trends, savings opportunities and risks for senior stakeholders.

Essential experience and skills

• Proven experience in incident management, technical operations, SRE or a similar role in a SaaS or technology-led organisation.
• Strong working knowledge of ITIL-aligned incident, problem and change processes, with practical experience of live incident response.
• Hands-on cloud knowledge of AWS and/or Azure, with enough technical depth to challenge engineers and to understand architecture, dependencies and failure modes.
• Financial acumen: comfortable with budgets, unit economics and cost allocation, and able to explain cost data and its trade-offs to non-finance audiences.
• Excellent communication. You can brief executives, engineers and customer-facing teams in different language, calmly and under pressure.
• Strong analytical skills and sound judgement when information is incomplete.
• Experience with ITSM and observability tooling (for example ServiceNow, Grafana or similar).

Desirable

• Strong preference for experience across both AWS and Azure.
• FinOps experience or certification (FinOps Practitioner).
• ITIL 4 certification and cloud certifications (AWS Solutions Architect, Azure Administrator or Architect).
• Experience with CMDB and service mapping, and with root cause analysis methods.
• Experience working across multiple sectors or product lines.
• Familiarity with regulatory or customer resilience expectations in the sectors we serve.

Behaviours

• Takes ownership and follows through until actions are complete.
• Stays composed in high-pressure situations and creates calm for others.
• Builds credibility with engineers through technical competence.
• Works collaboratively across functions without relying on formal authority.
• Curious about root causes and committed to continuous improvement.

Measures of success

• Faster time to engage the right technical owners during incidents.
• Clear, consistent customer communication from technology during incidents.
• Fewer repeat incidents, with post-incident actions closed and verified.
• Tighter linkage between change and incident data.
• Demonstrable COGS reduction and improved cost visibility for supported services.

Please note, applicants must have the legal right to work in the UK at the time of application.

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
• Pension with 5% matched company contributions
• Life assurance worth 4x your salary from day one
• Free financial planning session with the option to engage in more tailored financial coaching.

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, Health Assessment, Gym Membership

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