Senior Major Incident Manager

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.

• 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

• 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

• Calm decision-making under pressure
• Leadership and people management
• Stakeholder engagement
• Analytical thinking
• Continuous improvement mindset
• Collaborative approach

Opportunity to lead critical incident management in a high-impact environment and contribute to process improvements while developing professionally within a collaborative technology team.

Modis International Ltd acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers in the UK. Modis Europe Ltd provide a variety of international solutions that connect clients to the best talent in the world. For all positions based in Switzerland, Modis Europe Ltd works with its licensed Swiss partner Accurity GmbH to ensure that candidate applications are handled in accordance with Swiss law.

Both Modis International Ltd and Modis Europe Ltd are Equal Opportunities Employers.

By applying for this role your details will be submitted to Modis International Ltd and/ or Modis Europe Ltd. Our Candidate Privacy Information Statement which explains how we will use your information is available on the Modis website.