Major Incident Manager / Incident & Change Analyst (Contract)
Berkshire – On-site
Up to £230 per day INSIDE IR35(Contract)
6 Month Contract
24/7 Rotational Shifts (Including Nights, Weekends & Bank Holidays)
Stott & May are currently working with a leading consultancy who are looking to expand their team with the addition of two experienced Major Incident Managers / Incident & Change Analysts to support a major UK utilities client.
The Role
As a Major Incident Manager, you will be responsible for leading the response to high-priority incidents impacting critical business services, ensuring issues are resolved quickly while maintaining clear communication with stakeholders and technical teams.
During quieter periods, you will also support the Incident and Change Management processes, ensuring operational governance and service continuity.
Key Responsibilities
Major Incident Management
- Lead and coordinate the response to P1 / high-severity incidents
- Bring together cross-functional technical teams to diagnose and resolve issues
- Run incident bridge calls / war rooms and ensure incidents are actively managed until resolution
- Provide timely communications to stakeholders and leadership
- Document incident timelines, risks, and expected resolution times
- Ensure Root Cause Analysis (RCA) and Post-Incident Reviews (PIR) are completed
- Monitor and track SLAs and KPIs such as MTTR
Change & Incident Support
- Review and validate daily change requests, ensuring completeness and quality
- Coordinate with technical SMEs and requestors where required
- Support the Change Manager during CAB meetings
- Maintain accurate process documentation and reporting
Requirements
- 6–10+ years’ experience working as a Major Incident Manager
- Strong knowledge of ITIL processes, particularly Incident, Change, and Problem Management
- Experience working in high-pressure operational environments
- Strong understanding of IT infrastructure and applications
- Excellent written and verbal communication skills
- Strong analytical and problem-solving abilities
- Experience using ServiceNow and MIM Workbench
- Typing speed of 45 WPM or higher
- Comfortable supporting Change Analyst responsibilities when required
Desirable
- ITIL V3 Foundation certification
- Knowledge of Problem Management, BCP/DR, Reporting, Availability, Capacity, or Continual Service Improvement
This is an excellent opportunity to join a high-performing operations environment, supporting critical IT services within a major UK utilities organisation.
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