As a Senior Incident Manager your main day to day responsibilities will be: Leading and managing incidents across all priority levels, with a focus on major incidents—ensuring timely communications, status updates, and adherence to emergency change protocols. Providing escalation support for the Service Desk and Incident Management team, including participation in the out-of-hours on-call rota. Conducting Post Incident Reviews, ensuring documentation is completed promptly and lessons learned are embedded into practice. Championing service improvement, supporting onboarding of new services, upskilling the team, and implementing enhancements to incident processes and IT support models. Collaborating across functions, working closely with Problem and Change Management to support root cause analysis and change handling. Supporting team development through coaching, mentoring, and career growth initiatives within the IT Operations community. Maintaining operational excellence by producing incident reports, managing knowledge assets, and exploring emerging technologies to improve service delivery. Like many organisations we need to maintain our services 24/7, therefore, on occasions there may be a requirement to work out of hours, for which you will be paid an additional allowance.