MidFull TimeEN
Become a change maker and join Node4.
Node4 have a committed, talented, and diverse workforce that is growing all the time, but as we expand through our own growth and acquisitions, we never lose sight of the most important part of our business - our people. We want you to grow, learn, and evolve alongside us.
So, whether you're just starting out in your career or looking to progress as an industry professional, Node4 has a place for you.
About the role
As Incident & Problem Manager, you’ll play a critical role within our Service Management function, owning the end-to-end management of major incidents and recurring or complex problems. You’ll ensure incidents are handled professionally, transparently and efficiently — driving rapid resolution, clear communication and long-term service improvement.
You’ll work closely with technical teams, stakeholders, partners and customers, acting as a trusted lead during high-impact situations and embedding best-practice Incident and Problem Management across Node4.
Leading Major Incidents from initiation through to resolution, including stakeholder communications and Major Incident Reports (MIRs)
Chairing and documenting major incident reviews, problem reviews and remediation meetings
Identifying root causes, trends and recurring issues, and driving permanent fixes, workarounds or known errors
Championing and continuously improving Incident & Problem Management processes across the ITSM service tower
Producing service metrics and reports, ensuring data accuracy and integrity within service management tools
Building strong, collaborative relationships across Node4, with third-party partners and with customers
Contributing to a culture of continuous improvement and customer satisfaction
Participating in an out-of-hours on-call rota for Incident Management
What will you bring?
Strong, hands-on experience in Incident & Problem Management within a Managed Service Provider environment
Excellent written and verbal communication skills, with confidence engaging a wide range of stakeholders
Proven ability to prioritise, multi-task and remain calm under pressure
Strong troubleshooting and escalation management skills
High attention to detail and a “right first time” mindset
A collaborative, approachable and professional working style
ITIL Foundation certification (v3 or v4)
Experience using ServiceNow
What can we offer you?
Hybrid Working
Private Medical Insurance or Company Paid Health Cash Plan
Employee Assistance Program
25 days holidays plus your birthday off
Option to purchase additional holiday (up to 5 days)
Company Pension Scheme
Life Assurance x 4
A diverse workforce
Employee investment with Node4 training Academy
Family savings and shopping discounts through the Node4 benefits portal.
Discounted Gym Membership
Modern facilities with open and welcoming breakout areas
Company Social events
Never ending supply of hot and cold drinks, biscuits, sweets, and fruit
Why join Node4?
Founded in 2004, Node4 has experienced exceptional growth and success over the years. From an office in Derby to locations nationwide. From three people to a workforce of over 1200. We believe that our people are the driving force behind our success. We are a vibrant, passionate, and diverse team committed to providing exceptional service as standard. We are proud of our employees and the environment that reflects our core business values of Passion, Innovation, and Trust.
Node4 is the place to be if you are passionate about technology and providing exceptional service while developing your career within a welcoming and evolving company.
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