Job Title: Senior Technical Specialist
Duration: 3 months
Location: Coventry
Office requirement: more often onsite at the beginning, once pw ideally
Description:
Key responsibilities:
* Provide end‑to‑end Major Incident Management for the Client Group, taking ownership of incidents with significant customer, business or regulatory impact.
* Lead and coordinate Major Incident bridges, ensuring timely engagement of support teams and driving focused service restoration.
* Act as the central point of coordination for business and senior stakeholder communications during major incidents.
* Ensure Major Incidents are managed in accordance with agreed processes, governance and tooling.
* Support the wider Incident Management practice to promote consistent process adoption and best practice.
* Lead or facilitate post‑incident reviews and ensure effective handover into Problem Management, including capture of actions and learning.
* Accurately manage Major Incident records, timelines and reporting within ServiceNow.
* Provide 24x7 out‑of‑hours Major Incident cover on a rota basis.
Skills required:
* Proven experience performing the Major Incident Manager role within a complex, regulated or enterprise environment.
* Strong leadership and coordination skills, with the ability to take control of high‑pressure incident situations.
* Excellent verbal and written communication skills, including experience briefing senior stakeholders and business leaders.
* Sound understanding of Incident, Major Incident and Problem Management processes and best practice.
* Ability to analyse complex technical and operational situations quickly and drive effective decision‑making.
* Confidence working across multiple technical and business teams to achieve service restoration outcomes.
* Strong organisational skills, with attention to detail in incident records, timelines and follow‑up actions.
* Experience using ServiceNow (or equivalent ITSM tooling) to manage and report on major incidents.
* Flexibility to participate in an on‑call rota and respond effectively outside normal business hours.