Incident Manager

Opticore IT are currently searching for a Incident Manager to support a large-scale infrastructure and network transformation across an 800+ hotel estate. The role will manage incidents arising from implementation and migration works, ensuring fast resolution, effective communication, and smooth transition into BAU Operations.

Opticore IT is a specialist Network Engineer and Project Management consultancy offering a wide variety of opportunities to work within fast-paced, challenging environments across our client base spanning multiple sectors including Finance, Broadcast Media, Telecommunications and more.

This opportunity is a hybrid position based in Dunstable with the need to visit the client site up to 2 days a week.

This is a 6-month contract inside IR35, which is highly likely to be extended.

What you'll be doing:

• Own and manage all incidents linked to migration and transformation works.
• Coordinate triage, diagnosis, escalation and resolution across multiple vendors.
• Act as single point of contact for incident escalation between Programme and Operations.
• Lead major incident management, ensuring timely RCA and corrective actions.
• Track and report incident trends, SLAs, and service performance via ServiceNow.
• Drive continuous improvement by identifying repeat issues and recommending process changes.
• Support service transition and ensure clear documentation and knowledge handover to BAU.

What you'll bring:

• 5+ years in Incident Management / Service Operations within large, multi-site or distributed environments (hospitality, retail, or telecoms).
• Hands-on experience with ServiceNow and ITIL-aligned processes.
• Strong understanding of network infrastructure (SD-WAN, LAN, WLAN, routers, firewalls).
• Proven ability to coordinate across multiple delivery partners and technical teams.
• Excellent communication, analytical and stakeholder-management skills.
• Experience managing incidents during major network or IT transformation programmes.

Diversity:

At OpticoreIT we embrace diversity and are committed to equal opportunities. We actively recruit for an inclusive and diverse workforce and as such, want to ensure we do everything we can to support your application.

We want you to feel empowered to let us know if you require any adjustments to be made with your application or interview process so, please speak to our recruitment team.