Job Description

Giacom is the only provider of Comms, Cloud, Hardware and Billing through one platform.
Our platform connects technology resellers and service providers to the best IT, Comms and Cloud products and services so they can create brilliant technology solutions for UK businesses.
Platform DevOps and in turn the Run Engineering teams are responsible for the performance, stability, reliability, and security of our customer facing platforms across Marketplace & Software Tools. It is a multi-disciplined department consisting of Engineers, Developers and Incident who work closely with the other departments and teams across Platform Product and the wider business.
We are seeking an experienced and dynamic DevOps Manager to lead the operational support and service reliability for our Marketplace & Software Tools Platforms. In this critical role, you will manage a team of Site Reliability Engineers (SREs) and DevOps specialists, ensuring our production environments are stable, scalable, and performant.
You will be the key owner of our operational excellence, responsible for incident resolution, automation, and the continuous improvement of our live services, all while adhering to strict Service Level Agreements (SLAs) for our clients. This is a Technical and varied role for someone who excels under pressure and is passionate about applying DevOps and SRE principles to solve real-world operational challenges in a complex, high-availability setting.
What you'll be doing:

• Lead and mentor a DevOps/SRE "Run" team, fostering a culture of ownership, collaboration, and proactive service management.
• Oversee the day-to-day health of production systems, utilizing advanced monitoring and observability tools to ensure SLA compliance and system reliability.
• Act as the primary escalation point for all operational issues, managing communication with internal stakeholders and external customers.
• Manage on-call rotations, team capacity, and resource planning to ensure comprehensive operational coverage
• Contribute to major incident response efforts, coordinating with cross-functional teams to ensure swift service restoration (low MTTR) and clear, concise communication.
• Champion a culture of "Everything as Code" by driving the automation of manual operational tasks, runbooks, and recovery procedures.
• Collaborate closely with development ("Grow & Run") teams to embed operational requirements, such as observability, scalability, and reliability, into the software development lifecycle.

Experience & Qualifications

• Significant experience in a technical operation, SRE, or DevOps leadership role.
• Expert-level understanding of ITIL frameworks, particularly in Incident, Problem, and Change Management in a fast-paced environment.
• Strong practical experience with at least one major cloud platform: AWS, Azure, or Google Cloud.
• Hands-on knowledge of Infrastructure as Code (IaC) tools such as Terraform or Ansible.
• Proficiency with CI/CD tools and concepts (e.g., Jenkins, GitLab CI, Azure DevOps).
• Experience with modern observability stacks (e.g., Prometheus, Grafana, ELK Stack).
• Ideally experienced working within a telecommunications (Telco), Managed Service Provider (MSP), or large-scale hosting environment.

What's in it for you?

• Hybrid working - This role is based from our Prudhoe office, with some hybrid working available.
• No dress code - embrace the freedom to bring your whole self to work.
• 25 days annual leave, plus bank holidays. You'll even get your birthday off, too!
• A pension plan for your future.
• Complimentary refreshments in all our offices.

For a comprehensive list of all our benefits, click
Diversity and equality lie at the heart of our values. As an equal opportunities and disability-confident employer, we encourage applications from all eligible candidates, regardless of their backgrounds. We firmly believe that diversity enriches and strengthens our team with a variety of perspectives that drives innovation.

Skills Required