Major Incident Manager – Lead
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 the likelihood of repeat incidents. The role will provide 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 confidently leading communication, escalation and collaboration between cross‑functional teams and suppliers to restore normal service operation as quickly as possible.
Key Responsibilities
* Operate within a 24/7 shift and On Call environment.
* Take ownership of Critical and Major Incidents, leading them from detection through to resolution and post‑incident review.
* Provide immediate and effective leadership during Critical and Major Incidents, escalating as required and guiding cross‑functional teams and third‑party suppliers in restoring service as quickly as possible.
* Provide clear and timely communication to stakeholders, including senior leadership, meeting their communication requirements and managing expectations.
* Lead a highly structured approach that ensures all parties are coordinated and work efficiently to restore service as quickly as possible.
Qualifications
* Demonstrable experience in 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, with a clear understanding of how these components interact and typical technical issues that may cause high‑severity incidents.
* Experience working with IT Service Management (ITSM) tools and platforms, including ServiceNow / BMC Helix, and with a good understanding of Major Incident Workbenches, collaboration enablers and AIOps.
* Experience working with monitoring and event tools and platforms such as PagerDuty, Netcool, HPTemip.
Benefits
* After completing your probationary period you’ll receive a 20% colleague discount across all M&S products and many of our third‑party brands for you and a member of your household.
* Competitive holiday entitlement with the potential to buy extra holiday days.
* Discretionary bonus schemes awarded based on how you achieve your personal objectives and our performance as a business.
* A generous Defined Contribution Pension Scheme and Life Assurance.
* A dedicated welcome to our teams with a tailored induction and a wide range of training programmes to develop your skills.
* Amazing perks and discounts via our M&S Choices portal to maximise your financial and personal wellbeing.
* Industry‑leading parental, adoption and neonatal policies, providing support and flexibility for your family.
* Access to a fantastic range of wellbeing support for all colleagues, including access to our 24/7 Virtual GP and PAM Assist to support you and your family.
* A charity volunteer day to support a charity or cause you’re passionate about through a dedicated day away from work.
About the Company
Being a part of M&S is exactly that – playing your part to bring the magic of M&S to our customers every day. We’re an inclusive, dynamic, exciting, and ever‑evolving business built on doing the right thing and bringing exceptional quality, value and service to every customer, whenever, wherever and however they want to shop with us.
We are ambitious about the future of retail. We’re disrupting, innovating and leading the industry into a more conscientious, inspiring digital era. We’re transforming how we work together and offering our most exciting opportunities yet. Marks & Spencer strives to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make change happen.
We are committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best. We support each other and work together to win together.
Location: Manchester, England, United Kingdom
Seniority Level: Mid‑Senior Level
Employment Type: Full‑time
Job Function: Information Technology
Industries: Retail
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