The Major Incident Manager will lead Critical and Major Incidents from detection through to resolution and post-incident review. This role will also coordinate Problem Investigations and track the delivery of Problem resolution plans to reduce the likelihood of repeat Incidents.
This role provides a rapid and highly effective response when Critical or Major Incidents occur, ensuring business impact analysis is completed, adopting the correct Incident response model, and leading communication, escalation, and collaboration between cross-functional teams and suppliers to restore normal service operation as quickly as possible.
What’s in it for you
Being part of M&S means playing your part in bringing the magic of M&S to our customers every day. We’re an inclusive, dynamic, and evolving business committed to doing the right thing and delivering exceptional quality, value, and service to every customer, whenever, wherever, and however they shop with us.
Benefits include:
* 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 company performance.
* Defined Contribution Pension Scheme and Life Assurance.
* Tailored induction and training programmes to develop your skills.
* Perks and discounts via our M&S Choices portal.
* Industry-leading parental, adoption, and neonatal policies.
* Wellbeing support, including 24/7 Virtual GP and PAM Assist.
* A charity volunteer day to support causes you care about.
What you'll do
* Operate within a 24/7 shift and On Call environment.
* Take ownership of Critical and Major Incidents, leading them from detection through resolution and post-incident review.
* Provide effective leadership during incidents, escalating as needed, and guiding teams and suppliers to restore service swiftly.
* Communicate clearly and timely to stakeholders, including senior leadership, managing expectations and instilling confidence.
* Ensure coordinated efforts to restore service efficiently.
Who you are
* Experience leading Critical and Major Incidents in complex environments, with knowledge of ITIL Incident Management.
* Ability to coordinate technical teams and suppliers under pressure.
* Knowledge of Problem Management, root cause analysis, and resolution planning.
* Technical understanding of IT infrastructure, applications, and networks, and their interactions.
* Experience with ITSM tools like ServiceNow / BMC Helix, and familiarity with Major Incident Workbenches and AIOps.
* Experience with monitoring tools such as PagerDuty, Netcool, HPTemip.
Everyone’s welcome
We aim to be an inclusive organization, fostering diversity and supporting everyone to bring their whole selves to work. If you need support or adjustments during the recruitment process, please let us know so we can assist you.
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