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Major Incident Manager - Belfast - up to £47,000 - full time and onsite
We're working closely with a large UK based outsourcing and professional services company to support them on role that is focused on taking full ownership of all major incidents affecting service performance across a multi-client/shared services environment.
You will be responsible for:
* Take ownership of all high-priority and major incidents from start to resolution
* Assess incident impact, verify priority, and manage progression across technical teams
* Act as the central communication point between recovery teams, service delivery, and stakeholders
* Facilitate and lead conference calls when required to coordinate recovery actions
* Ensure incident records are accurate and complete, including resolution details
* Produce and distribute management-level incident summaries
* Escalate issues appropriately and in line with the incident process
* Support post-incident review activities and contribute to ongoing process improvement
* Provide cover for other incidents as needed, including some lower-priority cases
Key Requirements:
* 2-3 years' experience managing major/high priority incidents in a shared service or multi-client setting
* Strong understanding of ITIL and incident management principles
* Familiar with tools like Remedy or similar ITSM platforms
* Comfortable working in a shift-based rota, including early (7:30am) and late starts (11am), plus some on-call where needed
* Excellent communication and coordination skills
* Calm and structured approach to high-pressure situations
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