Major Incident Manager
About The Position
The role of a Major Incident Manager is to provide clear leadership and end-to-end ownership of high impact IT incidents, ensuring rapid restoration of critical services while minimising business disruption. Operating within an ITIL-aligned service management framework, the role coordinates technical teams, third-party suppliers and stakeholders and maintains effective communication throughout the incident lifecycle, ensuring incidents are managed in a controlled, consistent and auditable manner. In the role you will participate in a 24/7 on-call rota and work on a rotational basis as Duty Manager. During your allocated Duty Manager shifts, you will operate as an IT escalation, with accountability for major incident response, reviewing and approving emergency changes, resolution of critical escalations and acting as the primary interface between IT and business stakeholders. The role will be based in our Southampton Support Office.
Requirements
- Previous experience in a Major Incident Manager role with proven ability to lead incident response under pressure
- Strong decision making and prioritisation skills in high impact situations
- Experience using ITSM tools (e.g. ServiceNow, JIRA)
- Ability to understand business impact and prioritise accordingly
- Experience of on-call working, ideally performing a Duty Management role
- ITIL certified
Responsibilities
- Take full responsibility for Major Incidents from start to resolution, ensuring service is restored as quickly as possible, ensuring rapid assessment, prioritisation and escalation based on business impact and urgency
- Lead and coordinate cross-functional technical teams during major incidents
- Establish and manage incident bridges maintaining control and momentum throughout resolution
- Act as the single point of communication for major incidents to stakeholders, customers and senior leadership
- Drive service restoration first, ensuring workaround or permanent fix is identified and implemented
- Take responsibility for identifying and progressing activities to protect against the occurrence of Major Incidents
- Plan and chair Major Incident Reviews recording and assigning tasks, tracking them through to completion
- Perform the role of Duty Manager out of office hours dealing with escalations from the Service Desk, Operational Command Centre and the business
Benefits
- Competitive benefits package
- Opportunities to stretch and grow your career
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
