Major Incident Manager
Location: Salford, England, United Kingdom
The Major Incident Manager will lead critical and major incidents from detection through to resolution and post‑incident review, and coordinate problem investigations to reduce repeat incidents.
Responsibilities
* Operate within a 24/7 shift and on‑call environment.
* Take ownership of critical and major incidents, leading them from detection to resolution and post‑incident review.
* Provide immediate and effective leadership during incidents, escalating as required and guiding cross‑functional teams and third‑party suppliers to restore service quickly.
* Communicate clearly and timely to stakeholders, including senior leadership, managing expectations and instilling confidence in the Major Incident process.
* Lead a highly structured approach that ensures all parties are coordinated and work efficiently to restore service as quickly as possible.
Qualifications
* Demonstrable experience leading critical and major incidents in complex environments with a strong understanding of ITIL‑based Incident Management.
* Proven ability to coordinate cross‑functional technical teams and third‑party suppliers during high‑pressure situations.
* Strong knowledge of Problem Management, including root cause analysis and developing effective resolution plans.
* Solid technical knowledge of IT infrastructure, application support, and network operations.
* Experience with ITSM tools such as ServiceNow or BMC Helix, and familiarity with major incident workbenches, collaboration enablers and AIOps.
* Experience with monitoring and event tools such as PagerDuty, Netcool, HPTemip.
Benefits
* 20% colleague discount across all M&S products and many third‑party brands after probation.
* Competitive holiday entitlement with the option to buy extra days.
* Discretionary bonus schemes based on personal objectives and business performance.
* Defined contribution pension scheme and life assurance.
* Tailored induction and training programmes to develop your skills.
* Perks and discounts via the M&S Choices portal.
* Industry‑leading parental, adoption and neonatal policies.
* Wellbeing support, including 24/7 Virtual GP and PAM Assist.
* Charity volunteer day.
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