Incident Manager

Why SoftwareOne?

SoftwareOne is a global software and cloud solutions provider and distributor, powered by around 12,000 people across more than 70 countries. But what really makes us SoftwareOne is our people: curious minds, different perspectives, and talented teams working together to solve real challenges and create meaningful impact. Here, you’ll have the opportunity to grow, explore new possibilities, and build a career that’s uniquely yours, while helping shape what’s next in technology.

The role

Are you ready to make an impact?

Can you bring clarity, structure and leadership to complex, business-critical incidents?

Are you confident coordinating technical specialists, partners and senior stakeholders when every minute matters?

At SoftwareOne, we help organizations maximize the value of their technology investments and accelerate digital transformation. Through our software, cloud and services capabilities, we work with customers to simplify technology, strengthen operational resilience and achieve meaningful business outcomes.

As an Incident Manager, you will join our Service Operations team and take a central role in managing critical service incidents across global customer environments.

You will lead the end-to-end management of escalated and major incidents affecting cloud platforms, applications, infrastructure and managed services. Bringing together technical teams, partners and stakeholders, you will drive progress towards service restoration while ensuring clear, timely communication throughout the incident lifecycle.

Key responsibilities:

• Take ownership of major and business-critical incidents, assessing business impact and managing them in line with agreed incident governance and service commitments.
• Establish and lead major incident bridge calls, coordinating technical resolver groups, cloud engineers, vendors and third-party support teams through restoration and recovery.
• Drive actions based on customer and business impact, proactively managing risks, dependencies, escalations and roadblocks until service is restored.
• Deliver clear and timely communications to customers, service delivery teams, operational stakeholders and executive leadership throughout the incident lifecycle.
• Maintain accurate incident records in ServiceNow, coordinate post-incident reviews and track corrective actions and lessons learned to support continual service improvement.

What we need to see from you

• Demonstrated experience leading major or business-critical incidents within IT service management, cloud operations or managed services environments.
• Ability to coordinate geographically distributed technical teams, vendors and support partners effectively in high-pressure situations.
• Working knowledge of enterprise and cloud technology environments such as Microsoft Azure, Microsoft 365, AWS or multi-cloud platforms.
• Strong customer-facing communication and stakeholder management skills, including the ability to provide concise and confident updates to senior and executive audiences.
• Good understanding of incident governance, service-level commitments, post-incident reviews and continual service improvement, combined with a calm and structured approach to problem-solving and decision-making.

Job Function

Services