Major Incident Manager

Major Incident Manager (MIM) - Contract

Job Description

This contract role is an opportunity for an experienced Major Incident Manager to play a key role within the MIM function, leading the end-to-end management of major incidents across technology, cyber security, workplace and business operations. You will coordinate incident response, manage communications with senior stakeholders and drive recovery efforts during high-impact service disruptions, ensuring operational resilience and structured incident handling in a complex enterprise environment.

This is a 6 month rolling contract working hybrid from the Edinburgh, Glasgow or Manchester office 2-3 days per week. This role will be INSIDE IR35.

Responsibilities

• Lead major incident response activities across technology, cyber security, operations and business services, ensuring a structured and controlled approach to incident management.
• Take ownership of high-severity incidents from initial assessment through to service restoration and post-incident review, driving incidents through to successful resolution.
• Coordinate recovery activities across multiple technical and business teams, aligning actions and priorities to restore services as quickly and safely as possible.
• Provide clear, concise and timely communications to technical, operational and executive stakeholders throughout the incident life cycle, including status updates and key decisions.
• Conduct risk and impact assessments during incidents, evaluating recovery options and advising stakeholders on implications, trade-offs and recommended actions.
• Manage stakeholder engagement across technology leadership, business stakeholders and executive audiences, ensuring expectations are understood and managed appropriately.
• Support post-incident reviews and lessons learned activities, capturing root causes, improvement opportunities and agreed actions to strengthen operational resilience.
• Utilise incident management platforms, collaboration tools, reporting and analytics solutions, and operational dashboards to support effective monitoring, coordination and communication.
• Ensure adherence to ITIL-aligned incident and change management processes, and support the development of operational governance and procedures.

Essential Skills

• Significant, proven experience as a Major Incident Manager leading high-severity incidents within a large, complex enterprise environment.
• Extensive hands-on experience in major incident management, including service restoration and incident recovery coordination.
• Demonstrable expertise in crisis management and operational resilience within technology and business operations.
• Strong knowledge and practical application of IT Service Management (ITSM) principles, particularly ITIL Incident Management and ITIL Change Management.
• Ability to take full ownership of incidents from initial assessment through to service restoration and post-incident review.
• Excellent stakeholder management skills, with experience engaging technical teams, business stakeholders and executive audiences.
• Proven experience chairing major incident bridge calls and coordinating multiple teams during high-pressure service disruptions.
• Strong communication skills with concise status reporting, and clear risk and impact assessments.
• experience in decision and action tracking during incidents, ensuring accountability and follow-through on agreed recovery steps.

Additional Skills & Qualifications

• experience with ServiceNow as an IT service management and incident management platform.
• experience with Everbridge or similar incident communication and mass notification tools.
• Exposure to incident management platforms, collaboration and communication tools, reporting and analytics tools, and operational dashboards and monitoring solutions.
• Background in continuous service improvement, identifying and implementing enhancements to processes and controls.
• Strong understanding of operational resilience frameworks and practices.

Edinburgh, UK

Trading as TEKsystems. Allegis Group Limited, Bracknell, RG12 1RT, United Kingdom. No Allegis Group Limited operates as an Employment Business and Employment Agency as set out in the Conduct of Employment Agencies and Employment Businesses Regulations 2003. TEKsystems is a company within the Allegis Group network of companies (collectively referred to as "Allegis Group"). Aerotek, Aston Carter, EASi, Talentis Solutions, TEKsystems, Stamford Consultants and The Stamford Group are Allegis Group brands. If you apply, your personal data will be processed as described in the Allegis Group Online Privacy Notice available at our website.

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