Major Incident Manager

Major Incident Manager - Telco
London or Reading (1-2 days onsite)
6-month contract
Up to £475/day (Inside IR35)
Rotational 24x7 shifts

A global consultancy specialising in telecommunications is seeking an experienced Major Incident Management (MIM) Specialist to lead the resolution of critical incidents across complex Telco IT environments.

You will play a key role in managing P1/P2 incidents, coordinating cross-functional technical teams, and ensuring minimal business impact through clear communication, strong leadership, and disciplined ITIL processes. This is a high-visibility role requiring calm decision-making in fast-paced, high-pressure situations.

Key responsibilities:

• Lead and coordinate major incidents across OSS/BSS, Billing, CRM and provisioning systems
• Run MIM calls, driving resolution and clear stakeholder communication
• Ensure SLA compliance, RCA completion and continuous service improvement
• Act as the senior escalation point during high-impact incidents

Experience required:

• 8+ years in Incident Management within a Telco IT environment
• Strong ITIL knowledge and hands-on ITSM tools (Helix, Remedy)
• Excellent crisis management and stakeholder communication skills
• Exposure to cloud and infrastructure platforms (AWS, Azure, GCP)
• Comfortable working rotational 24x7 support