Major Incident Manager and Senior Major Incident Manager

Role: There are 2 available roles - Major Incident Manager and Senior Major Incident Manager

Salary: £60,000 - 67,000 per annum DOE

Location: Belfast Office based (with on-call requirements)

Contract: Permanent

Function: Major Incident Management/Service Operations

I am looking for a Senior Major Incident & Incident Manager to join a growing service operations function based in Belfast. This is a key leadership role within a 24x7 command environment, responsible for driving the management and resolution of high-severity IT incidents across complex enterprise systems.

You will act as a senior escalation point during major incidents, taking control of live situations, coordinating technical and business stakeholders, and ensuring clear communication through structured incident bridges. A strong ability to remain composed under pressure while leading others is essential.

This role requires eligibility for SC clearance.

In this position, I am looking for someone who can not only manage critical incidents end-to-end but also strengthen the overall maturity of incident management practices through coaching, process improvement, and high-quality reporting.

Key responsibilities include:

• Leading and supporting major incident resolution activities across P1/P2 events
• Owning and driving incident bridges, ensuring structured command and control
• Producing executive-level communications and incident summaries
• Ensuring SLA adherence and effective escalation handling
• Delivering MI reporting on a weekly and monthly basis
• Improving documentation, processes, and operational playbooks
• Supporting and developing other incident management professionals
• Collaborating across technical and business teams during live service events

Required experience:

• Significant background in major incident or incident management within complex environments
• Strong ITIL-aligned service operations experience
• Experience operating ITSM tools in enterprise settings
• Proven leadership and people management capability
• Experience handling high-volume, high-impact incidents
• Strong communication skills, particularly under pressure
• Experience working with collaboration tools such as Microsoft Teams and SharePoint
• Ability to manage stakeholder expectations at senior levels

This is a role for someone who thrives in high-pressure operational environments and is confident leading critical situations from the front.