Major Incident Manager and Senior Major Incident Manager

Hydrogen Group; Belfast; On-site; GBP 60,000 - 67,000; Full time

Job summary

Hydrogen Group is seeking a Senior Major Incident Manager to join their Belfast office. This leadership role is crucial for driving the management of high-severity IT incidents in a 24x7 command environment.

The ideal candidate will possess strong incident management skills and proven leadership abilities while coordinating technical teams and business stakeholders effectively. The position also emphasizes the need for SC clearance eligibility.

Qualifications

• Significant background in major incident or incident management within complex environments.
• Strong ITIL-aligned service operations experience.
• Experience operating ITSM tools in enterprise settings.

Responsibilities

• Leading and supporting major incident resolution activities across P1/P2 events.
• Owning and driving incident bridges, ensuring structured command and control.
• Producing executive-level communications and incident summaries.
• Ensuring SLA adherence and effective escalation handling.

Skills

Leadership

Incident Management

ITIL

Strong Communication

ITSM Tools

Collaboration Tools

Job description

Role: 2 available roles – Major Incident Manager and Senior Major Incident Manager
Salary: £60,000 – 67,000 per annum DOE
Location: Belfast Office based (with on‑call requirements)
Contract: Permanent
Function: Major Incident Management / Service Operations

I am looking for a Senior Major Incident & Incident Manager to join a growing service operations function based in Belfast. This is a key leadership role within a 24x7 command environment, responsible for driving the management and resolution of high‑severity IT incidents across complex enterprise systems.

You will act as a senior escalation point during major incidents, taking control of live situations, coordinating technical and business stakeholders, and ensuring clear communication through structured incident bridges. A strong ability to remain composed under pressure while leading others is essential.

This role requires eligibility for SC clearance.

In this position, I am looking for someone who can not only manage critical incidents end‑to‑end but also strengthen the overall maturity of incident management practices through coaching, process improvement, and high‑quality reporting.

Key Responsibilities

• Leading and supporting major incident resolution activities across P1/P2 events
• Owning and driving incident bridges, ensuring structured command and control
• Producing executive‑level communications and incident summaries
• Ensuring SLA adherence and effective escalation handling
• Delivering MI reporting on a weekly and monthly basis
• Improving documentation, processes, and operational playbooks
• Supporting and developing other incident management professionals
• Collaborating across technical and business teams during live service events

Required Experience

• Significant background in major incident or incident management within complex environments
• Strong ITIL‑aligned service operations experience
• Experience operating ITSM tools in enterprise settings
• Proven leadership and people management capability
• Experience handling high‑volume, high‑impact incidents
• Strong communication skills, particularly under pressure
• Experience working with collaboration tools such as Microsoft Teams and SharePoint
• Ability to manage stakeholder expectations at senior levels

This is a role for someone who thrives in high‑pressure operational environments and is confident leading critical situations from the front.