Major Incident Manager and Senior Major Incident Manager
Role: There are 2 available roles - Major Incident Manager and Senior Major Incident Manager Salary: £ per annum DOE Location: Belfast Office based (with on-call requirements) Contract: Permanent Function: Major Incident Management / Service OperationsI 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.
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