The Major Incident Manager leads the rapid resolution of major incidents and high-priority issues, minimising business impact. You’ll coordinate technical teams and cross-functional stakeholders to drive swift outcomes, keep senior leaders informed, and champion best practices in Incident and Problem Management. The role also provides leadership and on-call support to ensure continuous, effective response.
Location: Hertfordshire
Working set-up: Hybrid – 3 days on site with 1 week in every 3 on call
Key Responsibilities
- Lead and evolve Major Incident and Problem Management frameworks.
- Coordinate technical and business teams to resolve incidents and minimise impact.
- Manage communications with Technology teams, stakeholders, and leadership.
- Proactively identify risks and prevent issues before they affect the business.
- Analyse incidents, identify trends, and implement improvements to prevent recurrence.
- Collaborate with Change, Release, Regulatory, and supplier teams to support resolution and reporting.
- Align with Business Resilience processes for wider incident management.
Qualifications
- Proven experience managing major incidents and driving resolution.
- Strong understanding of IT infrastructure (hardware and software).
- Experience in root cause analysis and implementing remedial actions.
- Knowledge of Knowledge Management practices.
- Previous leadership or team management experience.
- Strong problem-solving skills with the ability to handle complex technical issues.
- Commercial awareness and ability to improve business processes and services.
- Leadership capability to guide teams through critical incidents.
- Experience managing small projects and controlling costs.
- Focus on continuous improvement and process optimisation.
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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