Description:
Major Incident Manager
Job Description
What you’ll be doing
- You’ll be the driving force behind the end‑to‑end management of our highest‑priority incidents. That includes:
- Taking full ownership of major incidents from start to finish
- Determining severity, verifying priority, and reallocating where needed
- Ensuring timely progression through to recovery and resolution
- Acting as the central communication point across Service Delivery, technical teams, and leadership
- Facilitating incident bridges and conference calls
- Keeping stakeholders informed with clear, accurate, real-time updates
- Supporting continual improvement and contributing to enhancements across the Major Incident Management process
Essential
What we’re looking for
- Experience managing high‑priority incidents within a multi‑client or shared service environment
- Understanding of ITIL principles
And ideally, you’ll also bring
- Knowledge of Remedy, ServiceNow, or similar incident management tooling
- Ability to work as part of shift rota (start times vary between 7:30am and 11am)
- Be part of an Out Of Hours on-call rota