Incident and Problem Manager
Giganet is a dynamic, culture-driven business with big plans. We’re an ISP with a difference, working to connect communities to fast, full fibre broadband.
A company with a difference, and growing at the speed of light! Giganet is a dynamic, culture-driven business connecting communities to hyperfast, full fibre broadband.
About the role:
At Giganet the Incident and Problem Manager ensures incidents are identified and resolved in a timely manner and problems are raised when necessary, prioritised and progressed until root cause has been identified and a fix or workaround implemented / captured.
In this role you will act as the Major Incident Manager (MIM) for major incidents during normal working hours (Mon-Fri, 09:00 – 17:00). The Service Operations Manager will champion ITIL best practice for Service Operations, to mature our approach to industry-leading level.
Key responsibilities:
- Define and agree process and standard documentation for Service Management practices including Incident, Service Request, Problem,
- Prioritise and manage the introduction of processes, including training technical and other participants.
- Define, measure, and publish KPIs that best demonstrate the business value being delivered by the processes.
- Operate defined processes as required to best achieve desired business outcomes of availability and capacity of the ISP network.
- Collaborate with systems development to ensure processes align with, and are enabled by, IT systems and automation.
About you:
The role will suite proactive self starter, able to easily prioritise workload and communicate with key stakeholders across the business. You will have an expert knowledge of ITIL and have previously worked with ServiceNow.
If you are a person who is excited by change and wants to work with a company undertaking a fast paced transformation, get in touch.
About us:
At Giganet we believe every member of our team helps us to achieve our vision to be the best ISP in the UK. This is a place that nurtures careers and truly embraces team members for who they are and the personality and attitude they bring. We champion diversity, equality, and inclusion, encouraging our people to bring their whole selves to work.
Proudly awarded "Employer of the Year 2022" at the South Coast Tech Awards and UK Fibre Awards "Overall Fibre Provider of the Year" this year. Join a company that will invest in you.
In return for your hard work, Giganet offers exciting and growing team environment. We have an enviable collaborative culture and really value our people.
As well as a supportive and collaborative environment, Giganet is proud to be able to offer a range of benefits that supports your work and personal life. As a Giganet employee, you will benefit from:
*Hybrid working models
*Bupa Private Health and Dental Cover
*5% contribution pension
*Enhanced maternity and paternity pay
*Enhanced Sick Pay
*25 days annual leave
*Life Assurance
*Income protection
*Employee Assistance Program
*Days off for charitable giving and your birthday!
*Eyecare Vouchers
*Cycle to work scheme
*Electric Vehicle Scheme
A career with Giganet is an exciting one and we want to help you be the best you can be.
If you are a person who is excited by change and wants to work with a company undertaking a fast paced transformation, get in touch.
- Department
- Operations
- Locations
- Reading, Whiteley
- Remote status
- Hybrid Remote
- Yearly salary
- £45,000 - £55,000
Perks & Benefits
-
Healthcare
We offer private medical insurance, eyecare vouchers, income protection insurance, group life insurance, and more. -
Volunteering
Two days paid leave per year to do voluntary activities for an organisation or initiative of your choice. -
Holiday
25 days holiday (pro rata) plus bank holidays and your birthday off too!
Workplace & Culture
Here at Giganet we have an enviable business culture and we've even won awards for it!
We recently won ‘Employer of the Year’ at the 2022 South Coast Tech Awards.
We place a big focus on working as a team towards common goals. We believe in developing our teams, regular training and career progression opportunities too.
Happy employees are more motivated, so we do all we can to keep our people smiling.
About Giganet
Giganet is an Internet Service Provider with a difference! We connect communities by bringing reliable full fibre broadband, backed by fantastic customer service. Our motto is 'Full Fibre. Honestly.' and this is at the heart of all we do.
Following £250 million funding, we are growing rapidly and looking to expand our team in many departments.
Incident and Problem Manager
Giganet is a dynamic, culture-driven business with big plans. We’re an ISP with a difference, working to connect communities to fast, full fibre broadband.
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