Job Description Major Incident Management plays a critical role within the wider Network Operations function providing UK based Incident Management resource, working alongside the Partner Incident Management teams, Service Desk and off-shore Front Office and Network operations functions. The Major Incident Management Specialist is responsible for the stability and availability of Infrastructure and Network Technology, demonstrating absolute control of any live incident, articulating progress and key risks to key stakeholders in a confidence inspiring manner. The Major Incident Manager is the accountable escalation point in Service Assurance for major incidents impacting service and is accountable for ensuring that the incident process is coordinated across internal and external teams and that there is minimal disruption to service. What you’ll do Providing leadership and direction during Disaster Recovery, Business Continuity, P0, P1, P2, P3, P4 and VIP incidents. Ensuring absolute command and control, whilst maintaining an overall incident perspective and ensuring the Incident Management processes are followed by all involved. Leads the incident response team and coordinates technical teams during high-priority incidents. Accountable for the correct Prioritisation of incident impact. Coordinating/facilitating the communication process as well as the escalation process during all Disaster Recovery, Business Continuity, P0, P1, P2, P3, P4 and VIP incidents. Acts as the primary point of contact for stakeholders, senior management, and users, providing regular updates. Proactively monitoring incident resolution, analysing, and highlighting trends and root causes to Service Assurance and Network Operations teams Ensuring clearly written Post Incident reporting within agreed SLAs, assisting with Problem Management initiated review sessions where possible. Conducts meetings after service restoration to analyse the incident and prevent recurrence. Compiling and publishing daily operational incident reports and weekly ELT incident review detailing all P0, P1, P2 and P3 incidents This is a Shift based role 24/7 SPOC (Single Point Of Contact) for Business and Customer escalations relating to high profile events and for internal escalations from wider Network Operations community Acting as the Out Of Hours Change Manager