Description

The Service Stability Lead owns the end‑to‑end management of high‑severity incidents and underlying problems, ensuring rapid service restoration and permanent resolution of root causes.

The role combines real‑time incident leadership with proactive and reactive problem management to ensure that:

Major Incidents are effectively led, controlled, and communicated
Root causes are identified, understood, and eliminated
Trends and risks are proactively identified and mitigated
Improvements are implemented through to completion via Change Management

The role acts as the operational lead during Major Incidents and the owner of service stability, ensuring incidents are resolved quickly and do not recur.

Key Responsibilities

Major Incident Management (P1 / MI / MSI)

Lead and coordinate all Critical Incidents to drive rapid service restoration.
Act as the single point of control during incidents, directing resolver groups, technical teams, and stakeholders
Chair incident bridge calls and maintain pace, direction, and accountability
Ensure clear, structured, and timely communications, aligned to customer and business expectations
Maintain primary focus on service restoration, with structured follow‑up for root cause analysis
Empowered to:

Drive prioritization and actions during Major Incidents

Challenge delays or inadequate responses

Escalate where required to protect service and customer outcomes

Influence technical and operational decision‑making to protect service and customer outcomes.

Problem Management (End-to-End Ownership)

Own the end‑to‑end Problem Management lifecycle from identification through to closure
Ensure all Major Incidents transition into Problem records where required
Drive and quality assure Root Cause Analysis (RCA) using structured methodologies
Ensure all outputs are clear, fit for purpose (including customer‑facing where required), actionable, outcome‑driven, and tracked through to completion.
Produce and govern:

Post-Incident Reviews (PIRs)

Service Incident Reports (SIRs)

Root Cause Analysis Reports (RCAs)

End-to-End Lifecycle Ownership (Incident Problem Change)

Ensure clear linkage and traceability between:

Incidents

Problems

Known Errors

Change

Track all remediation actions through to successful implementation via Change Management
Prevent “RCA without resolution” by enforcing accountability for delivery of permanent fixes.
Work closely with Change Management to ensure fixes are:

Prioritized appropriately

Implemented safely

Delivering intended outcomes

Continuous Improvement, Risk & Prevention

Analyze incident data to identify:

Recurring issues and trends

Systemic weaknesses

Service risks (including legacy or accepted risks)

Define and improve:

Problem Management methodologies

KPIs and reporting frameworks

Preventative controls

Identify and drive improvements in:

Monitoring and alerting

Early detection capabilities

Service resilience

Apply proportionate operational approaches (e.g. streamlined handling for known or repeat issues) to balance efficiency with effectiveness

Communication, Reporting & Insight

Develop and deliver insight-led reporting, including:

P1 / MI / MSI trends

Root cause categorization

Service partner performance

Recurrence and stability metrics

Provide clear, insight‑led narratives for SLT, linking incidents to customer impact, root cause, and improvement actions
Ensure all communications are:

Clear, concise, and consistent

Aligned to agreed standards and terminology

Process, Governance & Tooling

Ensure adherence to Nasstar Major Incident and Problem Management processes
Provide guidance, coaching, and support to operational teams
Contribute to the development of:

Processes

Templates

Documentation

Reporting frameworks

Drive improvements in ServiceNow, including:

Incident / Major Case / Problem linkage

Communication plans and updates

Data quality and reporting integrity

Skills, Knowledge and Expertise

ITIL Foundation (v4) or equivalent experience
Proven experience managing Major Incidents in a 24/7 environment
Experience owning Problem Management lifecycle end-to-end
Strong understanding of ITIL processes (Incident, Problem, Change)
Experience within an MSP / Managed Services environment
Experience driving root cause analysis and service improvement initiatives
Strong incident leadership and decision-making under pressure
Excellent stakeholder and customer communication skills
Strong facilitation skills (incident calls, RCA sessions)
Technical awareness to challenge and guide resolver teams
Proactive, organized, and focused on outcomes and service stability

Benefits

Competitive salary based on experience.
Opportunity to work with a dynamic international team.
Training and development provided.
Career progression opportunities within different divisions/department

About Nasstar

Nasstar is a cloud service specialist. With an integrated suite of services, we design, implement, and manage multi-cloud solutions, innovative communication tools and high-performance networking to help our customers transform and modernise. Our impressive portfolio of customers in every industry across the globe, are supported by a talented team of technical leads, consultants, Project Managers and everything in between.

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