Jeopardy Lead - Enterprise Markets

Jeopardy Lead (Voice & UCaaS Support) – Enterprise Markets

A bit about us

At Gamma we provide voice, data, and mobile solutions to businesses across the UK, Germany, Spain, and the Benelux region.

Our people are at the heart of everything we do. When you join us, you’ll be part of a collaborative, forward-thinking team that’s transforming how businesses connect and communicate globally.

We’re growing fast, but we never lose sight of what matters: our people. Whether you're looking to develop your skills, take on new challenges, or make a meaningful impact, Gamma is the place to do it.

Who are we looking for?

We’re looking for a proactive and customer-focused Jeopardy Lead to join our Enterprise Markets Operations Support team in Glasgow.

Supporting complex solutions for some of the UK's largest and most recognised businesses, you'll play a key role in managing escalations, coordinating service restoration, and protecting customer experience.

Acting as a Level 2 escalation point, you'll take ownership of high-priority incidents, coordinate resolver teams and suppliers, and ensure customers and stakeholders receive clear, timely communication. You'll also focus on proactively identifying risks, preventing SLA breaches, and reducing repeat incidents through analysis and continuous improvement.

What will you be doing day-to-day?

• Acting as the Level 2 escalation point for support incidents, taking ownership of customer communication and resolution.
• Managing high-priority and complex incidents, driving rapid service restoration and ensuring clear ownership of actions.
• Proactively monitoring strategic accounts, SLA risks, incident priorities, and potential escalations.
• Coordinating technical teams, resolver groups, and suppliers to accelerate incident resolution.
• Leading customer communications during escalations, clearly explaining technical issues and their business impact.
• Providing timely updates to senior management on strategic account escalations and service risks.
• Producing daily jeopardy reports and monthly performance reviews, identifying trends and improvement opportunities.
• Supporting Problem Management activities and reducing repeat incidents through lessons learned.
• Managing supplier escalations and holding vendors accountable for SLA performance.
• Attending strategic customer meetings to review incident performance, workload, and operational challenges.

What you’ll need

We're looking for someone with strong technical knowledge, excellent coordination skills, and the ability to remain calm and decisive in high-pressure situations. You'll have:

• Experience managing technical escalations and complex incidents within Voice, UCaaS, or telecommunications environments.
• Strong understanding of incident management, service restoration, and SLA management.
• Experience coordinating cross-functional technical teams and external suppliers.
• Excellent customer communication skills, with the ability to translate technical issues into business impact.
• Strong stakeholder management skills, including confidence communicating with senior management and strategic customers.
• A proactive approach to identifying service risks, SLA breaches, and recurring incident trends.
• Strong analytical skills, with the ability to use data to inform decisions and drive improvements.
• Excellent organisational skills, attention to detail, and the ability to manage competing priorities.
• Understanding of ITIL methodologies and incident management processes.
• Experience using tools such as ServiceNow, Salesforce, network monitoring platforms, BigPanda, Highlight, and OVOC.

What do we offer you?

• 25 days annual leave + birthday
• Subsidised private medical insurance
• 5.1% matched pension contributions
• Enhanced parental leave
• Life assurance and Income protection
• Electric Vehicle and Cycle scheme
• Employee discounts
• Volunteer day

A few things to note

This role is based in Glasgow, working hybrid with three office days per week. Working hours are Monday to Friday, between 8am and 6pm, with rotational on-call responsibilities.

We require all candidates to be eligible to work in the UK and pass a basic DBS check.

If you don't meet every requirement but feel you could thrive in this role, we would still encourage you to apply.

Gamma is an equal-opportunity employer committed to building diverse, inclusive teams where everyone feels valued and can be their authentic selves. We welcome applicants from all backgrounds, especially those underrepresented in our industry. As a family-friendly employer, we foster a culture of trust, autonomy, and flexibility to support your work-life balance and help you thrive at Gamma.

For recruitment agencies – we have a network of fantastic partners that support us in our hiring from time to time. We're not looking to increase that network currently, so please don't send speculative CVs.