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 Engineering, Development and Incident Teams who work closely with the other departments and teams across Platform Product and the wider business.


We are seeking a highly skilled and versatile Quality Manager to join our core technology team.


This is a unique hybrid role that provides end-to-end ownership of service excellence, from pre-release validation to live operational stability across our Marketplace & Software Tools Platforms.


You will be responsible for defining and executing rigorous testing strategies to ensure all new products and platform changes are robust and production-ready. Post-deployment, your focus will shift to operational command, where you will lead the response to major incidents to ensure the swift restoration of services. This role is ideal for a professional who is passionate about preventing issues through meticulous testing and is equally skilled at managing crises with a calm and authoritative approach.

What you'll be doing

Quality Assurance & Testing:

Develop, manage, and execute comprehensive test plans, test cases, and test scripts for new services, software updates, and infrastructure changes. Lead and coordinate various testing phases, including System Integration Testing (SIT), User Acceptance Testing (UAT), Regression, and Performance Testing to validate functionality and reliability against business requirements. Identify, document, and meticulously track defects through to resolution using tools like Jira, providing clear reports on test progress, coverage, and overall quality metrics.
Incident Management & Service Operations:

Serve as the Major Incident Manager during critical service outages, taking command of the incident response process to direct technical teams towards a swift and effective resolution. Focus on minimising customer impact by ensuring rapid service restoration in line with strict Service Level Agreements (SLAs). Manage all stakeholder communications during an incident, delivering clear, concise, and timely updates to internal leadership and external customers. Drive the post-incident lifecycle, facilitating blameless post-mortems and rigorous root cause analysis (RCA) to identify preventative actions.

Skills & Qualifications

Significant experience in a role combining Quality Assurance/Testing and Incident/Problem Management, ideally within a Telecommunications (Telco), ISP, or Managed Service Provider (MSP) setting. Strong knowledge of QA methodologies, tools, and processes. ISTQB certification is highly desirable. Experience with both manual and automated testing practices is a significant advantage. Testing experience across industry standard test tooling like Playwright and Selenium Demonstrable experience leading the response to high-priority, complex technical incidents. You must be able to remain calm, authoritative, and decisive under pressure. Solid understanding and practical application of ITIL principles is essential, particularly in Incident, Problem, and Change Management. An ITIL v4 Foundation or Practitioner certification is preferred. Exceptional verbal and written communication skills, with the proven ability to articulate complex technical information clearly to both technical and non-technical stakeholders.

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 here


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.