We are seeking an experienced, dynamic Incident Manager to lead our Incident Management team, including Problem and Risk Managers. In this critical role, you will drive the resolution of high-impact incidents, oversee problem management activities to identify root causes, and ensure effective risk mitigation strategies are implemented. You will work closely with cross-functional teams to enhance organizational resilience, minimize service disruptions, and maintain the highest levels of operational excellence.

What you will be doing:

• Act as the primary point of escalation for major incidents, ensuring timely resolution and communication whilst ensuring adherence to established incident management protocols, SLAs, and escalation processes.
• Lead the Incident Management team in the detection, triage and resolution of critical incidents.
• Develop and refine processes for incident prioritization and response coordination.
• Serve as a liaison between technical teams, business stakeholders, and external partners during incidents.
• Oversee the problem management process to identify and address the root causes of recurring incidents.
• Facilitate post-incident reviews, ensuring actionable insights and improvement recommendations are documented and implemented.
• Facilitate and participate in Incident management on-call rota
• Collaborate with Risk Managers to identify potential operational risks associated with incident trends. Develop and implement risk mitigation strategies in partnership with business and technical teams.
• Work with stakeholders on business continuity, risk assessment, disaster recovery, internal and external processes.
• Provide leadership, mentorship, and guidance to the Incident Management, Problem, and Risk teams.
• Develop and maintain dashboards and reports to track incident trends, resolution times, and problem management outcomes.
• Communicate incident status, lessons learned, and strategic recommendations to senior leadership.

About you:

• Familiarity with Incident management frameworks and methodologies.
• Strong understanding of service management principles and SLA concepts.
• Flexibility to work outside regular business hours when necessary.
• Willingness to stay updated on the latest developments in incident management and cybersecurity.
• Commitment to maintaining the confidentiality and integrity of incident information.
• Strong decision-making and crisis management abilities under pressure.
• Analytical mindset with a focus on continuous improvement and process optimization.

The benefits at APF...

At AllPoints Fibre, we're all about looking after you. We offer an extensive wellbeing package that goes beyond the EAP. Your benefits will include Bupa private medical insurance and dental cover, income protection insurance, group life insurance and a health plan to help with day to day expenses such as eye care... we will even pay for you to get a massage!

Everyone needs a break now and then, right? That's why we start all our employees off with a generous 30 days' annual leave allowance (pro rata), plus bank holidays. And if you ever need some extra time off due to illness or parental leave, we've got enhanced leave plans in place to support you through that.

Additionally we know how important it is to feel secure with your finances. That's why we have benefits dedicated to your financial wellbeing. You will be able to join our employer contributory pension and in addition to income protection insurance, group life insurance we offer cashback and voucher schemes to help cover living cost such as electricals and personal spending. 

About us:

Established in 2021, AllPoints Fibre has grown from regional roots in Jurassic Fibre, Giganet and Swish Fibre, to establish a national wholesale network.

APFN is now a leading wholesale provider of full-fibre broadband solutions, dedicated to transforming the digital landscape by delivering ultra-fast, dependable, and affordable internet services to businesses and homes across the UK. We are committed to providing exceptional customer service, creating innovative products and services whilst leading through sustainability.

We have set ourselves the goal to become the best place to work, we recognise that our people are at the heart of what we do - join us on our journey to become the UK’s most recommended way to connect!

Next steps 

If the role sounds like the right fit for you, we look forward to seeing your application! If shortlisted, our Talent Acquisition Team will be in touch to set up and initial conversation. Next stages will involve meeting with our hiring teams to discuss the role and your experience in more details.

One last thing...

AllPoints Fibre value diversity and are committed to creating a diverse and inclusive environment for all employees. Help us create a secure, inclusive digital world where diversity fuels innovation; your vision, your voice, and your skills have a place here!

If you require any reasonable adjustments to be made during your interview process, please tell us in your application.