Senior Incident Manager

This is an opportunity to join a high-performing operations team responsible for managing business-critical IT incidents across large enterprise environments. You will play a key role in driving service restoration, coordinating technical teams, and ensuring effective communication throughout the incident lifecycle.

What You’ll Be Doing

• Leading and managing high-priority P1/P2 incidents through to resolution.
• Chairing major incident bridge calls and coordinating cross-functional technical teams.
• Acting as the central point of communication during critical service outages.
• Driving escalation management and ensuring timely recovery of services.
• Providing clear updates to senior stakeholders and leadership teams.
• Conducting post-incident reviews and supporting root cause analysis activities.
• Identifying opportunities for service improvement and operational excellence.
• Supporting and maintaining Major Incident Management processes and governance.

In addition to the above, you will:

• Support the leadership and development of the wider MIM function.
• Mentor and coach Major Incident Managers.
• Act as a senior escalation point during complex or high-impact incidents.
• Contribute to process improvements, automation initiatives, and operational maturity.

What We’re Looking For

Essential

• Proven experience as aMajor Incident Manager,Senior Major Incident Manager,Incident Commander, or similar role.
• Experience managing high-severityP1/P2 incidents within enterprise or managed service environments.
• Strong experience leading incident bridge calls and driving technical teams towards resolution.
• Excellent stakeholder management and communication skills.
• Experience working withinITIL-aligned environments.
• Ability to remain calm, decisive, and organised during high-pressure situations.

Desirable

• Experience within Technical Operations, Service Operations, NOC, Infrastructure, or Managed Services environments.
• Experience with ITSM platforms such as ServiceNow, Remedy, or similar tools.
• Knowledge of Incident, Problem, and Change Management processes.
• Experience mentoring or leading incident management teams.

Working Pattern

• 5 days onsite in Belfast (Newtownabbey).
• Shift coverage between7:00am and 7:00pm.
• Typical shifts include:
• 7:00am 4:00pm
• 10:00am/11:00am 7:00pm
• Participation in anon-call rota is required.

What’s On Offer

• Competitive salary.
• On-call allowance.
• Additional payments for on-call activity where applicable.
• Opportunity to join a growing Technical Command Centre.
• Exposure to enterprise-scale environments and critical services.
• Long-term career progression within a high-visibility operational function.

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