Major Incident Manager

Tria; Sheffield; Hybrid; GBP 96,000 - 126,000; Full time

Job summary

Tria is seeking an experienced Major Incident Manager in Sheffield to lead restoration of critical IT services across enterprise environments. The role requires coordinating high-severity incidents, driving service recovery, and communicating with stakeholders while ensuring resilience and continuous improvement.

Hybrid work with 2-3 days in the office and remote for the rest. The position covers ITIL-based service management, disaster recovery planning, and on-call duties, with a day rate up to

Qualifications

• Major Incident Management experience in enterprise IT environments.
• Strong understanding of networks, servers, storage, virtualization and cloud platforms.
• Experience leading technical recovery activities and supplier engagement.
• Knowledge of disaster recovery, business continuity and operational resilience.
• Excellent stakeholder management and communication skills.
• ITIL-based service management experience.
• Ability to perform under high pressure.

Responsibilities

• Lead Major Incident response across network, infrastructure, cloud and security environments.
• Coordinate technical teams, suppliers and stakeholders during service outages.
• Drive service restoration within agreed targets.
• Chair incident and crisis management calls.
• Conduct post-incident reviews and root cause analysis.
• Manage ITIL incident, problem, change and service transition processes.
• Support disaster recovery and business continuity planning and testing.
• Provide executive-level incident reporting.
• Monitor supplier performance against SLAs and KPIs.
• Identify and mitigate operational risks.
• On call responsibility.

Job description

Major Incident Manager

Location: Sheffield

Day rate: Up to £600 per day inside IR35

Duration: Until end of March 2027 (view a view to extend)

Type: Full time, 5 days a week

Hybrid: 2-3 days in the office, remainder remote working

Are you an experienced Major Incident Manager with a background in infrastructure, networks, disaster recovery and IT service management?

We are seeking a skilled Major Incident Manager to lead the restoration of critical IT services across complex enterprise environments. You'll coordinate high-severity incidents, drive service recovery, manage stakeholder communications and ensure continuous improvement.

Key Responsibilities

• Lead Major Incident response across network, infrastructure, cloud and security environments
• Coordinate technical teams, suppliers and stakeholders during service outages
• Drive service restoration within agreed targets
• Chair incident and crisis management calls
• Conduct post-incident reviews and root cause analysis
• Manage ITIL Incident, problem, change and service transition processes
• Support disaster recovery and business continuity planning and testing
• Provide executive-level incident reporting
• Monitor supplier performance against SLAs and KPIs
• Identify and mitigate operational risks
• On call responsibility

Essential Experience

• Major Incident Management within enterprise IT environments
• Strong understanding of networks, servers, storage, virtualisation and cloud platforms
• Experience leading technical recovery activities and supplier engagement
• Knowledge of disaster recovery, business continuity and operational resilience
• Excellent stakeholder management and communication skills
• ITIL-based service management experience
• Ability to perform effectively in high-pressure situations

Desirable

• ITIL certification
• ISO 22301 and/or ISO 27001 knowledge
• Experience with Cisco, VMware, ServiceNow, Veeam, Fortinet, SIEM and vulnerability management tools

You will play a key role in protecting critical business services, driving operational resilience and leading responses to incidents that have real organisational impact.