Senior/Lead/Head of Major Incident Management (MIM) – Belfast (Hybrid)
We’re looking for an experienced Senior/Lead/Head Major Incident Management to join a critical service operations function based in Belfast. This role plays a key part in managing high-impact IT incidents, ensuring rapid recovery, clear communication, and strong leadership during service disruptions across multiple enterprise environments.
This is a hands-on, operational role suited to someone confident working independently, leading unfamiliar teams, and making decisions under pressure.
Location: Belfast (hybrid – approx. 3 days onsite)
Working pattern: Shift-based role between 7:30am–7:30pm, including participation in an on‑call rota
Type: Permanent, full‑time
Key Responsibilities
* Own and manage P1 / P2 major incidents through to full resolution
* Act as the central point of coordination during high‑severity incidents
* Assess and confirm incident priority and severity
* Lead incident bridge calls and coordinate technical recovery teams
* Drive timely resolution in line with agreed Major Incident Management processes
* Provide clear, structured updates throughout the incident lifecycle
* Escalate appropriately to senior stakeholders when required
* Produce incident communications, reports, and post‑incident reviews
* Support continuous improvement of incident and service processes
What We’re Looking For
* Proven experience handling high‑severity IT incidents in a complex environment
* Confident working independently and making decisions in high‑pressure situations
* Strong communication skills, both written and verbal
* Solid understanding of Incident Management and ITIL‑aligned processes
* Experience working with ITSM tools such as Remedy or similar platforms
* Willingness to work shifts and take part in an on‑call rota
* Willingness to undergo security clearance if required
What’s On Offer
* On‑call allowance
* Time and a half pay for holiday cover
* High‑visibility role with exposure to senior stakeholders
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