Major Incident Manager

New opportunity for the role of Major Incident Manager and Incident/ Change Analyst

Location: Wokingham (Onsite)

Contract Duration: 6 Months

Any other: 24x7 rotational shifts including night shifts (12 hrs, 4 PM GMT onwards), weekends (12 hrs) and bank holidays

IR35 Status: Inside IR35

The Role

An IT Major Incident Manager (MIM) is responsible for coordinating, managing, and resolving high‐impact IT incidents that disrupt critical business services. Their job is to restore service as quickly and safely as possible while maintaining strong communication with technical teams and stakeholders. This role is for a UK based Utility company and hence demands a highly experienced Major Incident Manager. Candidate will also perform Incident and Change Analyst role when there is no Major Incidents.

Your Profile

Strong technical understanding of IT infrastructure and applications.

· Excellent communication and stakeholder management.

· Ability to stay calm under pressure.

· Analytical thinking and problem‐solving mindset.

· Experience with ITIL frameworks (especially Incident, Problem, Change).

Essential skills/knowledge/experience:

• Have worked as Major Incident manager for at least 6-10 yrs.
• Knowledge of other ITIL processes like Change management, Problem management etc
• Flexible to perform change manager/ analyst role in case of no Major Incidents during the shift.
• Typing speed of at least 45 WPM
• Good in process documentation
• Good understanding of IT infrastructure and Applications
• Excellent communication skills (Written and verbal)
• Ability to work under pressure in a highly demanding environment.
• Expertise in ServiceNow and MIM workbench

Desirable skills/knowledge/experience:

• ITIL V3 foundation certified
• Knowledge of Problem Management, BCP/DR, Reporting, Availability, Capacity, Continual service improvement