2 of 2 Permanent Incident Management Jobs in Belfast

third-party providers. Conduct root cause analysis and assist in implementing service improvements. Shift Lead Responsibilities Allocate and oversee tasks across the shift team, covering monitoring, call handling, and incident management. Provide procedural guidance to ensure consistent service delivery and operational standards. Support the resolution of service incidents and assist team members to develop their technical and operational capability. … Manage escalations for major incidents and liaise with senior management when required. Contribute to staff development, performance reviews, and internal training initiatives. Drive continuous improvement efforts and ensure SLA compliance with a target of 95%+ resolution rates. Oversee operational handovers and ensure outstanding issues are clearly communicated. Ensure customer updates are timely and system records remain accurate. Work … closely with carrier management teams and third-party suppliers to maintain service standards. Lead incident resolution calls and ensure all parties are kept informed and aligned. Identify opportunities to improve network monitoring and operational processes. What Were Looking For Proven experience leading technical support or service teams. Strong background in managing third-party suppliers and handling escalations. Ability More ❯

to internal and external stakeholders. Conduct root cause analysis and contribute to ongoing service improvement. Shift Lead Responsibilities Lead and coordinate shift team activities, including monitoring, call handling, and incident management. Provide leadership and direction to ensure consistent, high-quality service delivery. Manage escalations for major incidents and liaise with senior management. Support and mentor team members to enhance … and performance. Oversee operational handovers and ensure all outstanding issues are clearly communicated. Maintain system accuracy and ensure regular updates to customers. Collaborate with third-party providers and carrier management teams to maintain service standards. Drive process improvement initiatives and ensure SLA compliance (targeting 95%+ resolution rate). What We’re Looking For Proven experience leading technical or … setup. Eligible for Security Clearance (SC minimum, NPPV3 preferred). Desirable Skills Experience in high-pressure, service-critical environments. Track record of staff training and team development. ITIL Service Management certification. This is an excellent opportunity to take ownership of a high-impact role within a leading network operations environment. If you are passionate about leading teams, driving operational More ❯