Senior Major Incident & Incident Manager
Location: Belfast (Office-based with on‑call requirements)
Contract: Permanent
An exciting opportunity has arisen for an experienced Senior Major Incident & Incident Manager to lead a high‑performing team delivering 24/7 incident management services within a fast‑paced technology operations environment.
Based in a Belfast command hub, you will play a pivotal role in managing critical incidents, ensuring service continuity, and driving operational excellence across the organisation.
You will act as a senior escalation point for complex, high‑severity incidents, guiding teams through resolution while maintaining strong stakeholder communication throughout.
Candidates must be eligible for SC Clearance.
Key Responsibilities
* Lead and support the Major Incident Management team
* Act as the primary escalation point for major incidents
* Ensure incidents are resolved within SLAs
* Provide executive summaries during P1 incidents
* Manage escalations and cross‑functional coordination
* Produce weekly and monthly MI reports
* Maintain and improve processes and documentation
* Drive continuous improvement
* Coach and mentor team members
* Monitor team performance
* Collaborate with stakeholders
* Identify future skills requirements
Essential Skills & Experience
* Experience managing major incidents in complex IT environments
* Strong ITIL Incident Management knowledge
* Public and private sector experience
* Familiarity with ITSM tools
* Microsoft 365 knowledge (Teams, SharePoint)
* Strong communication skills
* Documentation and reporting capability
* Understanding of Incident and Problem Management
* ITIL awareness or certification
Key Competencies
* Calm decision‑making under pressure
* Leadership and people management
* Stakeholder engagement
* Analytical thinking
* Continuous improvement mindset
* Collaborative approach
Why Apply?
Opportunity to lead critical incident management in a high‑impact environment and contribute to process improvements while developing professionally within a collaborative technology team.
Both Modis International Ltd and Modis Europe Ltd are Equal Opportunities Employers.
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