TOC Incident Manager

About the job.

Based in our Technology Operations Centre (TOC), you will be responsible for management of incidents relating to roadside Operational Technology that helps us to operate and monitor the Strategic Road Network (SRN).

Acting as an escalation point for the TOC Incident Analysts, you will support the management of our service to achieve National Highways' TOC objectives and commitments to our customers. You will foster a customer and safety focused culture and be passionate about continuously improving service availability and performance through sharing knowledge, innovations and best practice.

You will:

• Lead end-to-end incident management processes and procedures in your region; identifying, prioritising, investigating, diagnosing, resolving and closing new incidents.
• Manage resources assigned to our Analysts, identifying incidents requiring triage and acting as the escalation point.
• Monitor the effectiveness and maximise efficiency of incident management in the region through measuring and reporting on performance and managing any process change.
• Build effective relationships with operational regions, resolver groups and other key stakeholders to manage incident resolution.
• Take ownership for the service validation and testing process, ensuring that devices are tested and fixes are verified.

In this role, you will be supporting our East region but you can be based at any National Highways main office location on a hybrid basis (at least 2 days in the office per week).

About you.

• Experience of successfully implementing technical resolutions in an IT Service Management (ITSM) environment.
• Ability to lead and mentor teams to maximise efficiency in allocating workload.
• Customer-focused, with demonstrable experience of driving customer service improvements.
• Proven ability in stakeholder collaboration and building relationships.
• Experience in developing and maintaining processes and procedures.
• Knowledge of Operational Technology (fault management and operational use) is desirable.

About us.

Here at National Highways, we manage and improve England's motorways and major A roads, helping our customers have safer, smoother and more reliable journeys. Our priorities are safety, customers and delivery, and at the core of this, are our values of passion, integrity, safety, teamwork and ownership.

Operations is at the heart of keeping the strategic road network moving and ensuring our customers get the best possible experience when using our roads.

We address over 39,000 customer enquiries every month, plan and deliver all maintenance activities on the network, drive efficiencies and improvements across our systems and roads, and respond to incidents across 4,500 miles of motorways and major A-roads that we manage. All to make sure National Highways customers have safer, smoother, and more reliable journeys.

External candidates will be offered a starting salary at the lower end of the pay scale, while current employees will be appointed in accordance with our established pay policy.

We are committed to creating a diverse environment and welcome applicants from all backgrounds.

Why you should join us

At National Highways we believe in a connected country. We are passionate about creating a culture where colleagues feel connected, included and enjoy greater wellbeing to achieve this. We're proud that as an organisation we are continually striving to do better and actively encourage and support our colleagues to do the same with their careers.

So, if you put safety first, take ownership of your work, show passion for what you do, work effectively in a team, and demonstrate integrity in how you do it - then you'll be a great fit for our organisation.

A connected and sustainable working approach has been adopted across National Highways. For some roles, this means being able to work in a hybrid way spending up to 60% of time working from a remote location such as home.

We offer many different ways to work flexibly and we're open to discuss part-time working, job shares, and flexible start and finish times.

Please wait until the interview stage before asking us about flexibility, and we will explore what is possible.

Our benefits package

• Our total reward package includes basic salary, the potential for a performance related bonus.
• Contributory pension scheme with employer contribution of up to 10%.
• Annual Leave starting at 26 days (plus Bank Holidays) rising by 1 day each year up to 31 days (plus Bank Holidays).
• Flexible hours and an approach driven by connected and sustainable working which includes hybrid working.
• Life assurance of 4 times annual salary.
• Health and wellbeing support, including an Employee Assistance Programme, available 24/7 365 days and network of mental health first aiders. Plus access to a wellbeing app to enhance your self-care 24/7, Occupational health service and flu vaccines.
• A cycle to work scheme for the purchase of a bicycle and equipment for healthy, low carbon travel.
• Significant investment in your career development, through learning and development, talent management, coaching, mentoring and on job experience.

And we are

• Family friendly with enhanced maternity leave and pay, paternity leave (15 days), shared parental leave, adoption leave. Plus access to financial support for holiday play schemes and paid special leave (up to 5 days pa), eg for caring responsibilities.
• Money friendly with access to a discounts platform including over 3000 discounts for supermarkets, eating out, leisure, holidays. Alongside a financial wellbeing programme.
• Community friendly - offering paid leave to volunteer, 3 days basic/year.

If you are successful, it is key to know all offers of employment are subject to satisfactory completion of our pre-employment checks which include:

• Right to work check.
• 3 year employment history references.
• DBS criminal record check.
• Social media and adverse journalism check.
• Driving licence check (if applicable).
• Fit to work questionnaire (for all), followed by a medical check (if applicable).
• Qualifications and/or professional membership check (if applicable).

And finally

We reserve the right to close before the advertisement expires.