Senior Major Incident Manager

About the role

Sits in an ITIL-aligned service management practice as the central command point when high-severity incidents hit. Success means services come back fast, stakeholders hear clear updates, and reviews lead to fixes that stick.

At a glance

What you will do

• Run major incidents end to end, from severity assessment to service restoration
• Chair bridge calls and assign clear owners across infrastructure, apps, cloud, network and security
• Act as the single contact for all major incident communication
• Lead post-incident reviews and hand root cause work to problem management

What they look for

• Five or more years in IT operations, service management, service desk, NOC or production support
• Bachelor's degree, or four years of education and experience in place of one
• Working knowledge of ITIL and ITSM processes, policies and audit needs
• Comfort making fast decisions under pressure and handling on-call or extended hours

A typical week

• Joining bridge calls and coordinating technical teams during live incidents
• Tracking progress, risks and dependencies, and keeping owners accountable
• Sending stakeholder updates and keeping the incident record current
• Reviewing timelines and lessons learned after incidents close