Sc Cleared Major Incident & Problem Manager

ARM International; Reading; On-site; GBP 90,000 - 120,000; Full time

Job summary

ARM International in Reading, Berkshire, UK, is seeking a Senior Major Incident & Problem Manager to lead end-to-end incident response across a large enterprise IT environment.

You will establish incident governance, coordinate multi-team actions, and drive post-incident reviews while engaging senior stakeholders and executives to ensure timely service restoration.

Qualifications

• Proven experience managing high-severity incidents within large enterprise IT environments.
• Hands-on experience with ITIL 4 Incident and Problem Management.
• Experience operating within multi-supplier or complex service delivery environments.
• Excellent stakeholder management and communication skills, including senior-level and executive engagement.

Responsibilities

• Lead the response to major incidents, coordinating technical teams, suppliers and stakeholders through service restoration.
• Establish incident response structures and run technical conference calls and collaboration forums.
• Assess business impact, urgency, service dependencies and security considerations.
• Maintain accurate incident timelines, actions, decisions and recovery updates.
• Own the end-to-end major incident lifecycle, including escalation, resolution, closure and post-incident reviews.

Skills

ITIL 4 Incident Management

ITIL 4 Problem Management

ServiceNow Major Incident & Problem

Stakeholder management

Root-cause analysis

Multi-supplier service delivery

Tools

ServiceNow Platform

Job description

Lead the response to major incidents, coordinating technical teams, suppliers and business stakeholders through to service restoration.

Establish incident response structures and manage technical conference calls and collaboration forums.

Assess business impact, urgency, service dependencies and security considerations.

Maintain accurate incident timelines, actions, decisions and recovery updates.

Provide clear and timely communications to stakeholders at all levels.

Coordinate incident handovers across regions and time zones.

Own the end-to-end major incident lifecycle, including escalation, resolution, closure and post-incident reviews.

Proven experience managing high-severity incidents within large enterprise IT environments.

Strong practical knowledge of ITIL 4 Incident and Problem Management.

Hands-on experience with ServiceNow Major Incident and Problem Management.

Strong experience leading root-cause investigations and post-incident reviews.

Experience operating within multi-supplier or complex service delivery environments.

Excellent stakeholder management and communication skills, including senior-level and executive engagement.

Experience developing incident management processes, governance and continual service improvement frameworks.

SC Cleared Major Incident & Problem Manager Reading, Berkshire, UK