Major Incident Manager

Job Ref No

js 3724


up to £65000 plus £6k bonus

Start Date



Major Incident Manager




Peterborough/ Hybrid

Major Incident Manager Job Ad

Major Incident Manager

We have an exciting new opportunity for a Major Incident Manager.
MIM Manager Principal
Perm – Hybrid role / Peterborough
Salary DOE – MUST have experience in Managing Major Incident Managers!

N.B this role is partially remote – 2 days working remotely and 3 in office

A fantastic opportunity has arisen for a Major Incident Manager. For this role, you will have experience in managing a team of major incident managers. to join well established blue chip organisation based in Cambridgeshire.

As a Major Incident Manager/Incident Management Principal you will:

Be responsible for the following:

Major Incident
• Leading a team managing and overseeing service restoration or impact reduction
(implementation of workarounds);

• Ensure timely Service Provider engagement (cross-tower, external, etc.);

• Provide consistent end-to-end outage and business communications to all levels of

• Act as an escalation point for all internal and external resolver teams where
resolution ownership is disputed;

• Provide process guidance support for Major Incident response and resolution teams;

• Provide guidance and assistance to customer teams and 3rd party providers to ensure
a consistent approach to the Major Incident Management Process

• Collaborate with internal resolver teams and ITIL Services functions


• Effectively govern the Service Desk’s end to end incident management processes

• Pro-actively identify operational issues and trends and formulate plans to address
them as appropriate;

• Promote the Incident Management function and expand its capability to deliver value
to the business

• Monitor service levels, performance metrics, and Key Performance Indicators

• Prepare and present statistical and analytical reporting with accompanying plans for
improvement where necessary

• Constantly drive service excellence, initiate and deliver service improvement plans
and firmly establish a culture amongst the team

• Provide a reliable escalation target for senior stakeholders and colleagues

• ITIL v3 or v4 Foundation (essential)

• ITIL v3 Intermediate (desirable)

• An understanding of the technologies involved in the provision of IT services in a
complex operating environment, especially highly available and resilient systems;

• A strong background in customer service and proven relationship management skills;

• Proficient communication skills liaising with senior stakeholders;

• Reporting on pro-active and reactive trend analysis;

• Reporting to all levels on summary and progress reports;

• Previous process embedding and maturation;

• Excellent organisational, analytical and problem-solving skills

• Passionate, professional, with a proactive and a ‘can-do’ attitude at all times

• Confident in liaising with internal and external customers at all levels on a one-
to-one and group basis

• Perform to high standards whilst working under pressure and to deadlines

• Good time management skills in order to fulfill workload and meet customer SLAs

• Good interpersonal skills – ability to liaise with personnel at all levels and adapt
style accordingly

So if you are a Major Incident / Incident Management principal looking for your next exciting career move please apply now!

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