Requirements
Must have:
- Proven experience managing high-priority IT incidents within a complex or multi-client environment - Strong understanding of ITIL-based service management principles - Experience using IT Service Management tools (e.g. Remedy or similar platforms) - Excellent stakeholder communication and coordination skills - Ability to work effectively under pressure in time-critical situations - Willingness to participate in an on-call rota - Ability to obtain relevant security clearance if required
Responsibilities:
- Manage high-severity incidents through to resolution and closure - Assess and confirm incident priority and severity levels - Coordinate technical teams to restore service within agreed SLAs - Lead incident bridge calls and manage stakeholder communications - Provide timely updates throughout the incident lifecycle - Escalate risks where service restoration is at risk - Validate resolution details prior to closure - Produce incident reports and management information - Conduct post-incident reviews and identify service improvement opportunities - Support the progression of other priority incidents where required
Company:
We are a leading organization operating within a complex IT services environment, seeking a Major Incident Manager to join our established Service Management function. In this critical position, you will take ownership of high-severity incidents, ensuring effective coordination and timely resolution across multiple technical teams. We offer a competitive salary, a structured on-call rota allowance, strong career progression, exposure to enterprise-scale IT environments, and ongoing professional development support. You will be part of a collaborative IT operations team responsible for maintaining high service availability and driving best practices across Incident Management processes.