Incident & Problem Manager at Wavenet

Kirklees, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

07 Jan, 26

Salary

40000.0

Posted On

09 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Incident Management, Problem Management, Root Cause Analysis, IT Service Operations, ITIL Framework, Cloud Environments, Network Management, Software Applications, Stakeholder Management, Communication Skills, Analytical Skills, Detail-Oriented, Organizational Skills, Proactive Mindset, Data Interpretation, Service Quality

Industry

technology;Information and Internet

Description

Company Description Wavenet is a managed services provider offering cybersecurity, communications, and connectivity that grows with our customers’ businesses – no matter what the future holds. Since 2000, we’ve been keeping businesses connected. At Wavenet, we don’t just provide solutions for today but for tomorrow, too. We’re always thinking ahead of the technology curve, so our customers feel confident that when they work with us, we’re striving to make their business future-proof. Customer success is our success. We go the extra mile in providing superior service quality and unparalleled customer experience, becoming an extension of your business, and always delivering on our promise to make their business brilliant. Job Description Incident & Problem Manager 📍 Location: Birstall (Hybrid Working) 💼 Contract Type: Permanent, Full-Time 🕒 Hours: 37.5 per week, Monday to Friday, between 08:00 – 17:00 💰 Salary: Up to £40,000 per annum What’s on offer? Join Wavenet as an Incident and Problem Manager, where you'll play a critical role in ensuring the smooth running of IT services for one of our dedicated customer Service Desks. This is an opportunity to make a real impact—managing high-priority incidents, driving root cause analysis, and delivering long-term resolutions that keep services reliable and customers satisfied. This hybrid role gives you the flexibility to work from home and our Birstall office, offering a healthy work-life balance alongside career progression opportunities in a dynamic and supportive environment. What you’ll be doing: As our Incident and Problem Manager, you’ll be responsible for overseeing the full lifecycle of both incidents and problems, ensuring timely resolutions and continuous service improvement. Key responsibilities include: Taking ownership of major incidents and coordinating responses to meet Service Level Agreements (SLAs). Driving investigation and resolution of complex IT issues, identifying root causes and long-term solutions. Leading Problem Management activities—facilitating meetings, documenting actions, and tracking progress. Promoting and ensuring adherence to our Incident and Problem Management processes. Coordinating both internal teams and third parties to resolve issues efficiently and effectively. Conducting post-incident and post-implementation reviews to capture lessons learned and prevent recurrence. Maintaining high levels of customer satisfaction by prioritising service quality and communication. Qualifications Preferred Skills & Experience: Proven experience in a similar role—Incident Manager, Problem Manager, or within IT service operations. Strong knowledge of incident and problem management frameworks and processes. Skilled in root cause analysis and using insights to implement permanent fixes. Familiarity with IT environments including cloud, networks, software, and applications. Comfortable working with cross-functional teams and external partners. Experience with IT monitoring tools for proactive problem identification is a plus. Knowledge of the ITIL framework is preferred, though not essential. Preferred Qualifications: A degree in Computer Science, Information Technology, Engineering, or a related discipline (preferred but not essential). Certifications in IT Service Management (e.g. ITIL Foundation) or related areas are advantageous. Key Competencies: Strong leadership and stakeholder management skills. Excellent verbal and written communication. Analytical and detail-focused, with a proactive mindset. Organised, dependable, and accountable for results. Positive and motivational attitude with a passion for service excellence. Ability to interpret data and drive actionable insights. Additional Information At Wavenet, we offer more than just a job – we provide an exceptional environment and a wide range of benefits to support your success from day one. With us, you’ll enjoy a generous starting annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and comprehensive health and wellbeing programs, all backed by a dedicated in-house Wellbeing Team. We believe in a strong work-life balance, rewarding your commitment with an additional day of annual leave each year, reaching up to 28 days. Here’s a closer look at what we offer: Hybrid Working: A flexible hybrid model, typically 3–4 days per week in one of our offices, with the option to work from home where appropriate. Annual Leave: Begin your journey with 25 days of leave, increasing by one day per year up to 28 days – our way of saying thank you for your dedication. Health & Wellbeing: Your wellbeing is a priority. Enjoy private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance programme, all supported by our internal Wellbeing Team. Ready to join the UK’s largest managed service provider? Apply today or contact our friendly Talent Acquisition Team for more information.

Responsibilities

As the Incident and Problem Manager, you will oversee the full lifecycle of incidents and problems, ensuring timely resolutions and continuous service improvement. You will take ownership of major incidents, coordinate responses, and drive root cause analysis to deliver long-term solutions.