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.

What You’ll Be Doing

• 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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