Senior Major Incident & Incident Manager
Location: Belfast (Office-based with on-call requirements)
Contract: Permanent
The Opportunity
An exciting opportunity has arisen for an experienced Senior Major Incident & Incident Manager to lead a high-performing team delivering 24/7 incident management services within a fast-paced technology operations environment.
Based in a Belfast command hub, you will play a pivotal role in managing critical incidents, ensuring service continuity, and driving operational excellence across the organisation.
You will act as a senior escalation point for complex, high-severity incidents, guiding teams through resolution while maintaining strong stakeholder communication throughout.
Candidates must be eligible for SC Clearance.
Key Responsibilities
Lead and support the Major Incident Management team
Act as the primary escalation point for major incidents
Ensure incidents are resolved within SLAs
Provide executive summaries during P1 incidents
Manage escalations and cross-functional coordination
Produce weekly and monthly MI reports
Maintain and improve processes and documentation
Drive continuous improvement
Coach and mentor team members
Monitor team performance
Collaborate with stakeholders
Identify future skills requirements
Essential Skills & Experience
Experience managing major incidents in complex IT environments
Strong ITIL Incident Management knowledge
Public and private sector experience
Familiarity with ITSM tools
Microsoft 365 knowledge (Teams, SharePoint)
Strong communication skills
Documentation and reporting capability
Understanding of Incident and Problem Management
ITIL awareness or certification
Key Competencies
Calm decision-making under pressure
Leadership and people management
Stakeholder engagement
Analytical thinking
Continuous improvement mindset
Collaborative approach
Why Apply?
Opportunity to lead critical incident management in a high-impact environment and contribute to process improvements while developing professionally within a collaborative technology team.
Modis International Ltd acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers in the UK. Modis Europe Ltd provide a variety of international solutions that connect clients to the best talent in the world. For all positions based in Switzerland, Modis Europe Ltd works with its licensed Swiss partner Accurity GmbH to ensure that candidate applications are handled in accordance with Swiss law.
Both Modis International Ltd and Modis Europe Ltd are Equal Opportunities Employers.
By applying for this role your details will be submitted to Modis International Ltd and/ or Modis Europe Ltd. Our Candidate Privacy Information Statement which explains how we will use your information is available on the Modis website