Major Incident Manager

Computacenter AG & Co. oHG; Hatfield; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading independent technology provider in the UK seeks a Major Incident Manager. In this role, you will manage major incidents end-to-end across multiple clients, ensuring swift restoration of services while maintaining high stakeholder satisfaction. Responsibilities include effective communication, hosting incident investigations, and regular handovers. ITIL knowledge and strong communication skills are essential. This role offers a hybrid working model and requires SC Clearance.

Benefits

Inclusive culture

Equal opportunities employer

Disability Confident Employer

Qualifications

• Good working knowledge of the Major Incident process and supporting ITIL functions.
• Great verbal and written communication skills to converse with stakeholders at all levels.
• Ability to travel when required, although a rare occurrence.

Responsibilities

• Manage major incidents end-to-end within a multi-customer environment.
• Provide communication within agreed SLA.
• Host technical and management bridges for incident resolution.

Skills

Major Incident process knowledge

Verbal and written communication skills

Ability to cope under pressure

Command and control during calls

Education

ITIL Foundation v3 or v4

Job description

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Location: UK - Hatfield, UK - Milton Keynes, UK - Nottingham | Job-ID: 215901 | Contract type: Standard | Business Unit: Information Technology

Life on the team

Our Major Incident Management team within Computacenter are currently looking for a Major Incident Manager to join us to replace a departing employee within the UK, based at one of 3 sites, either Nottingham, Hatfield or Milton Keynes. This is a 24/7 role with a hybrid model currently in place to enable a mix of remote and office working.

We provide 24/7 Global Major Incident Management support internally, and to a multitude of external customers within sectors such as Retail, Regulatory, Finance, Manufacturing and more. Our team takes ownership of major incidents end to end, providing command and control throughout. Issuing both verbal and written communications periodically throughout the lifecycle of an outage, keeping stakeholders informed and comfortable with our approach. We strive to achieve service restoration as quickly as possible via either sufficient workaround, or full fault rectification. This ensures that our customers are back in business as swiftly as possible, maintaining our high level of stakeholder satisfaction.

What you’ll do

• End to end management of major incidents within a multi-customer environment.
• Provide verbal and written communications within an agreed SLA.
• Host technical and/or management bridges to assist with incident investigation and resolution.
• Effectively manage and elevate ad hoc issues that arise during the lifecycle of the incidents.
• MIM Prevention, trend analysis and incident review to enable swift Problem engagement and continued support in the lifecycle.
• Keep the customer at the heart of everything you do even when faced with uncertainty and pressure.
• Complete comprehensive handovers upon incident resolution, liaising with Problem and Change management to strive for continual service improvement.

What you’ll need

• Good working knowledge of the Major Incident process and supporting ITIL functions.
• Great verbal and written communication skills to converse with stakeholders at all levels.
• Show a high level of command and control during conference calls both internally and customer facing.
• Ability to cope under pressure.
• Advantageous to hold ITIL Foundation v3 or v4, or experience of working in an ITIL structured environment.
• Willingness to apply for various levels of security clearance dependant on customer and business needs.
• Ability to travel when required, although a rare occurrence.
• SC Clearance is a mandatory requirement.

About us

We are a leading independent technology and services provider, trusted by large corporate and public sector organisations. We are a responsible business that believes in winning together for our people and our planet. We help our customers to source, transform and manage their technology infrastructure to deliver digital transformation, enabling people and their business.

Our business may be about technology, but first of all it’s about people

With over 20,000 people across 22 countries, we are proud of our inclusive culture - where everyone can thrive, feel valued, and truly belong.

As an equal opportunities employer, we’re committed to ensuring fair and equal access to opportunities for all. Your application will be considered on its merits, regardless of your age, disability, ethnicity, gender identity, or any other characteristics protected by law. What matters most to us is that you share our vision and values, and bring the experience and skills we’re looking for.

We are proud to be a Disability Confident Employer. We welcome applications from disabled people and accept applications in alternative formats. We also guarantee to interview applicants who have a disability.

If you share our values and want to make a meaningful impact in a supportive, forward-thinking environment - we’d love to hear from you!