Major Incident Manager

ENGINEERINGUK; Salford; On-site; GBP 80,000 - 100,000; Full time

Job summary

An established industry player is seeking a Major Incident Manager to lead critical incidents and ensure swift resolutions. This role demands a proactive leader who can coordinate cross-functional teams during high-pressure situations, ensuring effective communication and collaboration. With a strong focus on ITIL-based incident management and problem resolution, you will play a key role in minimizing business impact and enhancing service reliability. Join a forward-thinking organization committed to innovation and inclusivity, where your expertise will contribute to transforming the industry and driving positive change.

Qualifications

• Experience in leading Critical and Major Incidents in complex environments.
• Strong knowledge of ITIL-based Incident Management and Problem Management.

Responsibilities

• Lead Critical and Major Incidents from detection to resolution.
• Coordinate cross-functional teams and communicate effectively with stakeholders.

Skills

ITIL-based Incident Management

Leadership during Critical and Major Incidents

Problem Management

Root Cause Analysis

Technical Knowledge of IT Infrastructure

Coordination of Cross-functional Teams

Tools

ServiceNow

BMC Helix

PagerDuty

Netcool

HPTemip

Job description

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Summary
The Major Incident Manager will lead Critical and Major Incidents from detection through to resolution and post incident review. In addition, this role will coordinate Problem Investigations and track the delivery of Problem resolution plans to reduce the likelihood of repeat Incidents.

This role will provide a rapid and highly effective response when Critical or Major Incidents occur, ensuring business impact analysis is completed, adopting the correct Incident response model, and then confidently leading the communication, escalation, and collaboration between cross-functional teams and suppliers to restore normal service operation as quickly as possible.

What you'll do

• Operate within a 24/7 shift and On Call environment.
• Take ownership of Critical and Major Incidents, leading them from detection through to resolution and post-incident review.
• Provide immediate and effective leadership during Critical and Major Incidents, escalating as required and guiding cross-functional teams and third-party suppliers in restoring service as quickly as possible.
• Provide clear and timely communication to stakeholders, including senior leadership that meets their communication requirements, effectively managing expectations, instilling confidence in the Major Incident process and team.
• Lead a highly structured approach that ensures that all parties are coordinated effectively and work efficiently to restore service as quickly as possible.

Who you are

• Demonstrable experience in leading Critical and Major Incidents in complex environments, with a strong understanding of ITIL-based Incident Management.
• Proven ability to coordinate cross-functional technical teams and third-party suppliers during high-pressure situations.
• Strong knowledge of Problem Management, including root cause analysis and developing effective resolution plans.
• Solid technical knowledge of IT infrastructure, application support, and network operations, with a clear understanding of how these components interact, and typical technical issues that may cause high-severity incidents.
• Experience working with IT Service Management (ITSM) tools and platforms, including ServiceNow / BMC Helix, and with a good understanding and experience of Major Incident Workbenches, collaboration enablers, and AIOps.
• Experience working with monitoring and Event tools and platforms such as PagerDuty, Netcool, HPTemip.

Everyone's welcome
We are ambitious about the future of retail. We're disrupting, innovating, and leading the industry into a more conscientious, inspiring digital era. We're transforming how we work together and offering our most exciting opportunities yet. Marks & Spencer strives to be an inclusive organisation, trusted and admired by our colleagues, customers, and suppliers. Join us and make change happen.

We are committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best. We support each other and work together to win together.

If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don't hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.