Senior Major Incident Manager

About the Role

We’re looking for a highly experienced Senior Major Incident Manager to lead a team delivering consistent, high‑quality 24x7 incident management services. You’ll be based at our Belfast Command Hub as part of our growing centre of expertise for technology operations. You will act as an escalation point for complex or time‑critical major incidents, support team members during high‑severity events, and ensure service delivery meets expectations.

Successful candidates must be eligible for Security Clearance.

Key Responsibilities

• Lead and support a 24x7 Major Incident Management team, ensuring the consistent delivery of high-quality incident management services.
• Act as the primary escalation point for complex, high-priority, and time-critical major incidents.
• Manage the end-to-end lifecycle of major incidents, ensuring incidents are progressed to resolution within agreed service level agreements (SLAs).
• Coordinate technical teams, service owners, and stakeholders during major incidents to drive effective resolution and minimise business impact.
• Provide leadership and guidance during high-severity incidents, supporting team members in decision-making and incident coordination.
• Produce executive-level communications, incident updates, and post-incident summaries for senior stakeholders during Priority 1 (P1) incidents.
• Monitor incident performance metrics and deliver weekly and monthly management information (MI) reporting.
• Maintain and enhance incident management processes, procedures, and operational documentation.
• Drive continuous improvement initiatives across the Major Incident Management function, identifying opportunities to improve service delivery and operational effectiveness.
• Collaborate with cross-functional teams including Service Management, Problem Management, Operations, and Technical Support teams.
• Support performance management, mentoring, coaching, and professional development of incident management team members.
• Escalate significant service risks, issues, and operational concerns to senior leadership as required.
• Identify future capability and skills requirements to support the ongoing development of the incident management function.

Requirements

• Significant experience managing major incidents within large-scale, complex IT environments.
• Strong knowledge and practical experience of ITIL-aligned Incident Management processes and best practices.
• Understanding of the relationship between Incident Management and Problem Management, including root cause analysis and service improvement activities.
• Experience supporting both public sector and private sector organisations.
• Hands-on experience with IT Service Management (ITSM) platforms and service management processes.
• Proficiency with Microsoft 365 applications, including SharePoint and Microsoft Teams.
• Strong documentation, reporting, and stakeholder communication skills.
• Proven ability to lead incident response activities and make effective decisions under pressure.
• Strong leadership, people management, mentoring, and coaching experience.
• Excellent stakeholder management skills, with the ability to communicate effectively across technical and executive audiences.
• Strong analytical, organisational, and problem-solving abilities.
• Demonstrated commitment to continuous improvement and operational excellence.
• ITIL certification or equivalent ITIL awareness is desirable.
• Eligibility to obtain and maintain Security Clearance.

Apply now or email your CV to [email protected]

The role is open to candidates based in Belfast with a 5 day onsite expectation

Must be in Ireland holding Stamp 4, EU, Irish or UK Passport with full working rights – No Sponsorship supported