Major Incident Manager - Belfast - up to £47,000 - full time and onsite
We're working closely with a large UK based outsourcing and professional services company to support them on role that is focused on taking full ownership of all major incidents affecting service performance across a multi-client/shared services environment.
You will be responsible for:
1. Take ownership of all high-priority and major incidents from start to resolution
2. Assess incident impact, verify priority, and manage progression across technical teams
3. Act as the central communication point between recovery teams, service delivery, and stakeholders
4. Facilitate and lead conference calls when required to coordinate recovery actions
5. Ensure incident records are accurate and complete, including resolution details
6. Produce and distribute management-level incident summaries
7. Escalate issues appropriately and in line with the incident process
8. Support post-incident review activities and contribute to ongoing process improvement
9. Provide cover for other incidents as needed, including some lower-priority cases
Key Requirements:
10. 2-3 years' experience managing major/high priority incidents in a shared service or multi-client setting
11. Strong understanding of ITIL and incident management principles
12. Familiar with tools like Remedy or similar ITSM platforms
13. Comfortable working in a shift-based rota, including early (7:30am) and late starts (11am), plus some on-call where needed
14. Excellent communication and coordination skills
15. Calm and structured approach to high-pressure situations