Major Incident Manager

Job Overview

The role of a Major Incident Manager is to provide clear leadership and end to end ownership of high impact IT incidents, ensuring rapid restoration of critical services while minimising business disruption. Operating within an ITIL aligned service management framework, the role coordinates technical teams, third party suppliers and stakeholders and maintains effective communication throughout the incident life cycle, ensuring incidents are managed in a controlled, consistent and auditable manner.

Key Responsibilities

• Take full responsibility for Major Incidents from start to resolution, ensuring service is restored as quickly as possible, ensuring rapid assessment, prioritisation and escalation based on business impact and urgency
• Lead and coordinate cross functional technical teams during major incidents
• Establish and manage incident bridges maintaining control and momentum throughout resolution
• Act as the single point of communication for major incidents to stakeholders, customers and senior leadership
• Drive service restoration first, ensuring workaround or permanent fix is identified and implemented
• Take responsibility for identifying and progressing activities to protect against the occurrence of Major Incidents
• Plan and chair Major Incident Reviews recording and assigning tasks, tracking them through to completion
• Perform the role of Duty Manager out of office hours dealing with escalations from the Service Desk, Operational Command Centre and the business

Qualifications

• Previous experience in a Major Incident Manager role with proven ability to lead incident response under pressure
• Strong decision making and prioritisation skills in high impact situations
• Experience using ITSM tools (e.g. ServiceNow, JIRA)
• Ability to understand business impact and prioritise accordingly
• Experience of on call working, ideally performing a Duty Management role
• ITIL certified

Diversity & Inclusion

Our customers come from all walks of life - and so do we. We're committed to ensuring all colleagues, future colleagues, and applicants are treated equally, regardless of age, gender, marital or civil partnership status, ethnicity, culture, religion, belief, political opinion, disability, gender identity, gender expression, or sexual orientation.