Major Incident Manager | O2 Business | Peterborough | Office-based, 5 days a week

Virgin Media O2; Peterborough; On-site; GBP 90,000 - 120,000; Full time

Job summary

Virgin Media O2 is seeking a Major Incident Manager to command the end-to-end response to high-severity incidents, uniting technical, operational, supplier and leadership teams to restore services quickly and minimise business impact.

You will provide clear direction in time-critical situations, keep senior stakeholders informed and drive post‑incident reviews, runbook improvements and stronger on‑call and escalation processes for improved service resilience.

Qualifications

• Proven experience leading major incidents within a complex enterprise IT or telecom environment.
• ITIL incident/major incident management knowledge with an ITIL v3 or v4 certification.
• Excellent stakeholder management and executive communication skills.
• Ability to remain composed and authoritative in high-pressure, time-critical situations.
• Strong facilitation, coordination and decision-making capability.

Responsibilities

• Lead end-to-end response to high-severity incidents across IT and telecom environments.
• Provide clear direction and keep senior stakeholders informed during incidents.
• Manage live incidents and coordinate cross-functional teams.
• Lead post-incident reviews and improve runbooks and escalation routes.
• Strengthen service resilience and on-call arrangements.

Skills

Incident management

ITIL

Stakeholder management

Executive communication

Decision making

Facilitation

Job description

When a major incident threatens customers, operations or regulatory commitments, you’ll take command. As Major Incident Manager, you’ll lead the end-to-end response to high‑severity incidents, bringing technical, operational, supplier and leadership teams together to restore services quickly and reduce business impact.

You’ll provide clear direction in time‑critical situations, keep senior stakeholders informed and ensure every incident leads to meaningful improvement. Alongside managing live incidents, you’ll strengthen our incident framework, lead post‑incident reviews and improve runbooks, escalation routes, on‑call arrangements and service resilience.

Who we are

O2 Business is our new focused, digital‑first B2B business serving customers across small, medium, and large enterprises, as well as the public sector. Powered by our next‑generation fixed and mobile infrastructure, the new entity will offer a broader portfolio of best‑in‑class solutions – including cloud‑based communication tools, voice and contact centre offerings, and 5G private networks – supported by a culture that prioritises in‑office collaboration, with our teams generally working together on site five days a week.

The must haves

In order to be considered, you must have the following experience;

• Proven experience leading major incidents within a complex enterprise IT or telecommunications environment.
• Strong knowledge of ITIL Incident and Major Incident Management, supported by an ITIL v3 or v4 certification.
• Excellent stakeholder management and executive‑level communication skills.
• The ability to remain composed and authoritative in high‑pressure, time‑critical situations.
• Strong facilitation, coordination and decision‑making capability.

The other stuff we are looking for

We’d also love you to bring;

• Experience within telecommunications, managed services or large‑scale infrastructure environments.
• Exposure to Problem Management and Service Continuity.
• Experience working with multiple third‑party service providers.
• A strong ownership mindset and focus on customer and business impact.
• A highly organised approach and commitment to continuous improvement.

What's in it for you

Working at O2 Business, you’ll get a rewards package that is designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way.

If you’re offered a job with us, it will be conditional, based on the passing of background checks. All roles require a criminal record check and some roles need a financial probity check.