Job Description
Major Incident Manager and Incident/ Change Analyst
We are Hiring an IT Major Incident Manager (MIM) is responsible for coordinating, managing, and resolving high‑impact IT incidents that disrupt critical business services. Their job is to restore service as quickly and safely as possible while maintaining strong communication with technical teams and stakeholders. This role is for a UK based Utility company and hence demands a highly experienced Major Incident Manager. Candidate will also perform Incident and Change Analyst role when there is no Major Incidents.
Your responsibilities:
Major Incident Manager
1. Major Incident Coordination
* Lead the response to P1 / high‑severity incidents.
* Bring together cross‑functional technical teams to diagnose and resolve issues.
* Ensure the incident is worked on 24/7 until resolved, if required.
2. Communication & Stakeholder Management
* Send comms (text and email) to all the stakeholders within 15mins – 20mins.
* Provide timely updates to leadership, business owners, and customers.
* Run war rooms / bridge calls.
* Document timeline, progress, risks, and expected resolution times.
3. Root Cause & Post‑Incident Activities
* Ensure incident reports (RCA / PIR) are created.
* Facilitate deep‑dive reviews to identify root cause and preventive actions.
* Track follow‑up actions with respective teams.
4. Process Governance
* Maintain and improve the Major Incident Management (MIM) process.
* Work closely with Problem, Change, and Service Desk teams.
* Monitor SLAs and KPIs (MTTR, number of P1s, etc.).
5. Prevention & Continual Improvements
* Drive initiatives to reduce repeat incidents.
* Analyze incident trends to improve service reliability.
Change Analyst:
* Review of all changes on a daily basis, ensuring high quality and completeness of changes by coordinating with the requestor and technical SMEs.
* Assist Change manager during CAB meetings.
Your Profile
Strong technical understanding of IT infrastructure and applications.
* Excellent communication and stakeholder management.
* Ability to stay calm under pressure.
* Analytical thinking and problem‑solving mindset.
* Experience with ITIL frameworks (especially Incident, Problem, Change).
Essential skills/knowledge/experience:
* Have worked as Major Incident manager for atleast 6-10 yrs.
* Knowledge of other ITIL processes like Change management, Problem management etc
* Flexible to perform change manager/ analyst role incase of no Major Incidents during the shift.
* Typing speed of atleast 45 WPM
* Good in process documentation
* Good understanding of IT infrastructure and Applications
* Excellent communication skills (Written and verbal)
* Ability to work under pressure in a highly demanding environment.
* Expertise in ServiceNow and MIM workbench
Desirable skills/knowledge/experience:
* ITIL V3 foundation certified
* Knowledge of Problem Management, BCP/DR, Reporting, Availability, Capacity, Continual service improvement