Major Incident Manager

Major Incident Manager

Location: Sheffield
Day rate: Up to 600 per day inside IR35

Duration: Until end of March 2027 (view a view to extend)
Type: Full time, 5 days a week

Hybrid: 2-3 days in the office, remainder remote working

Are you an experienced Major Incident Manager with a background in infrastructure, networks, disaster recovery and IT service management?

We are seeking a skilled Major Incident Manager to lead the restoration of critical IT services across complex enterprise environments. You'll coordinate high-severity incidents, drive service recovery, manage stakeholder communications and ensure continuous improvement.

Key Responsibilities

• Lead Major Incident response across network, infrastructure, cloud and security environments
• Coordinate technical teams, suppliers and stakeholders during service outages
• Drive service restoration within agreed targets
• Chair incident and crisis management calls
• Conduct post-incident reviews and root cause analysis
• Manage ITIL Incident, problem, change and service transition processes
• Support disaster recovery and business continuity planning and testing
• Provide executive-level incident reporting
• Monitor supplier performance against SLAs and KPIs
• Identify and mitigate operational risks
• On call responsibility

Essential Experience

• Major Incident Management within enterprise IT environments
• Strong understanding of networks, servers, storage, virtualisation and cloud platforms
• Experience leading technical recovery activities and supplier engagement
• Knowledge of disaster recovery, business continuity and operational resilience
• Excellent stakeholder management and communication skills
• ITIL-based service management experience
• Ability to perform effectively in high-pressure situations

Desirable

• ITIL certification
• ISO 22301 and/or ISO 27001 knowledge
• Experience with Cisco, VMware, ServiceNow, Veeam, Fortinet, SIEM and vulnerability management tools

You will play a key role in protecting critical business services, driving operational resilience and leading responses to incidents that have real organisational impact.

If you thrive in fast-paced environments and enjoy solving complex service challenges, please get in touch.