Major Incident Manager

TRIA; Sheffield; Hybrid; GBP 66,000 - 111,000; Full time

Job summary

TRIA is seeking an experienced Major Incident Manager to lead restoration of critical IT services across enterprise environments. You will coordinate high-severity incidents, drive service recovery and manage stakeholder communications in a hybrid work model.

The role requires ITIL-based service management, disaster recovery knowledge and experience with Cisco, VMware, ServiceNow, Veeam, Fortinet and SIEM tools. On-call duties and strong communication are essential.

Qualifications

• Extensive Major Incident management experience in enterprise IT.
• Strong understanding of networks, servers, storage, virtualization and cloud.
• Ability to lead incident and crisis management calls and post-incident reviews.
• Experience with ITIL processes and disaster recovery planning.

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.
• Monitor supplier performance against SLAs and KPIs.
• Identify and mitigate operational risks.
• On call responsibility.
• 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.
• ITIL certification.
• ISO 22301 and/or ISO 27001 knowledge.
• Experience with Cisco, VMware, ServiceNow, Veeam, Fortinet, SIEM and vulnerability management tools

Skills

Incident management

Stakeholder management

IT service management

Disaster recovery

On-call

Communication skills

Education

ITIL certification

ISO 22301 knowledge

ISO 27001 knowledge

Tools

Cisco

VMware

ServiceNow

Veeam

Fortinet

SIEM

Job description

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
• Monitor supplier performance against SLAs and KPIs
• Identify and mitigate operational risks
• On call responsibility
• 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
• 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.