Junior IT Incident Manager
Hybrid
Shirebrook, United Kingdom
Full Time
17-03-2025
Job Specifications
At Frasers Group we’re rethinking retail. Through digital innovation and unique store experiences, we’re serving our consumers with the world’s best sports, premium and luxury brands globally. As a leader in the industry, we’re elevating the retail experience for our consumers through our collection of established brands, including Sports Direct, FLANNELS, USC, Frasers, and GAME.
Why join us?
Our mission- we are building the worlds most admired and compelling brand ecosystem
Our purpose – we are elevating the lives of the many with access to the world’s best brands and experiences
At Frasers Group, we fear less and do more. Our people are forward thinkers who are driven to operate outside of their comfort zone to change the future of retail, embracing challenges along the way. The potential to elevate your career is massive, the experience unrivalled. To be able to make the most of it you need to live and breathe our principles:
Think without limits - Think fast, think fearlessly, and take the team with you
Own it and back yourself - Own the basics, own your role and own the results
Be relevant - Relevant to our people, our partners and the planet
Are you ready to join the Fearless?
Job Description
As Junior IT Incident Manager, you will be primarily supporting our IT Service Desk and IT Incident Management team by confidently managing smaller IT incidents independently and supporting more complex IT incidents across all areas of the business. This role requires an investigative, collaborative and proactive approach with an analytical mindset as you seek to resolve incidents as quickly and efficiently as possible. You will also go further by doing a deeper dive post-incident and minimising the risk of reoccurrence.
This role is based on-site 5 days a week on a rotational shift basis between 09:00 and 21:00 with 1 weekend in 4. Some on call may be required.
Full role responsibilities include:
• Managing incident escalations and non-Major Incidents through to restoration or impact mitigation
• Deputise or provide assistance and support to the Incident Manager during a Major Incident
• Maintain good communication with users and stakeholders throughout an incident
• Adherence of tight and strict processes that keep Incident Management organised
• Keep detailed records by documenting timelines, resolution action and post-incident activity
• Conduct thorough post-incident reviews in order to understand root cause and prevent repeat occurrence
• Lead, drive, facilitate, chair bridge calls and meetings during an incident or post-incident review to promote investigation activity
• Identify post-incident actions ensuring these are delegated to the correct team or individual and ensuring they are completed through to issuing deadline.
• Maintain key relationships with IT Service Desk, Resolvers and Business Stakeholders through sound relationship management
• Ensure all admin and reports are kept up to date
• Identify any IT operational risks and ensure they are correctly documented and reported
• Carry out Continual Service Improvement analysis to support business objectives and improve Incident Management overall
• Work with key stakeholders to implement improvements and assess their overall effectiveness
Qualifications
We need a bold and confident IT Incident Manager who can take a ‘think outside the box’ approach and constantly look at the bigger picture. The role requires a candidate who isn’t afraid to speak up and be confident whilst embodying our company values.
Essential requirements:
Good technical understanding and the ability to translate this to a non-technical audience.
Able to handle high pressured or stressful situations with multitasking capability
Time management and organisational skills
Strong analytical and problem-solving skills
Full competency in MS apps
Good communications skills with the ability to deliver up to senior level
Desirable but not essential:
Some experience or knowledge of the following: DevOps, SQL/Database, Web Operations, Networks: Routers, switches, VLAN, DHCP, IP, Servers and printer environments, Change and/or Problem Management
Previous Service Desk experience ideally with leadership experience or experience of handling escalations.
Additional Information
Along with your benefits package we also offer a wide range of perks for our colleagues:
Reward, Recognition and Opportunities
Frasers Champion- Our employees are at the heart of our business and we ensure individuals are recognised every single month for their hard work. Frasers Champion is a peer nominated scheme where 8 winners will receive double their pay for a month where they have thought without limits, owned it or been relevant.
Fearless 1000 – By October 2025, we want our share price to hit £10. If that happens for 30 or more consecutive trading days, all colleagues across the business will receive a bonus! The top 1000 performers in the company will receive unprecedented bonuses, worth from £50,000 to £1million! Senior leaders across the business nominate these performers twice a year for embodying our core values and delivering exceptional performance*.
*subject to terms and conditions
Frasers Festival – an event like no other! Our Frasers Festival is our celebration for Head Office and Retail Staff across the UK and Europe – hosting a MEGA brand village, guest speakers from the world's biggest brands, evening entertainment, the ultimate Frasers Fearless Fitness Challenge and much more.
CEO Sessions – Once a quarter we offer 20 employees the opportunity to attend our “CEO Sessions” ran by our CEO and leadership team. Employees have the chance to connect, network and submit questions around specific topics such as our Sports or Luxury business.
Employee Welfare
Frasers Fit – Our Everlast Gyms Team are on a mission to make our workforce the best, and fittest on the planet! We run free gym classes for employees as well as discounted memberships to our clubs. Frasers Fit is our wellbeing programme which aims to support and improve colleagues Physical, Financial & Mental wellbeing. The app is accessible for every employee and includes training, nutrition and lifestyle advice- all completely free.
Retail Trust – We know that its not just about physical health, mental wellness is equally important which is why all of our employees get free access and support from the Retail Trust charity. This includes a 24 hour wellbeing helpline, wellness hub, counselling and financial/legal support.
What’s next?
Our Recruitment Team will be reviewing applications and all candidates will receive a response, whether you are successful or unsuccessful. Shortlisted applicants may be asked to confirm a few key details before being booked in for a first stage interview with the Recruiter- this will be behaviourally focussed and centred around how you align with our Culture and Values. If successful we anticipate a further interview stage with the Hiring Manager/wid...
About the Company
Frasers Group started as a small store in Maidenhead in 1982 and from there, grew to become a global powerhouse. We are now a collection of the world’s most iconic brands including Sports Direct, Flannels, GAME, Jack Wills, Sofa.com, Evans Cycles, USC, and Everlast. We believe the higher the risk, the greater the reward. We’ve never been afraid to strive forward and change the way the industry operates, diversifying our portfolio and elevating stores. We’re pushing the boundaries of traditional retail environments; futur... Know more
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