Senior Major Incident Manager (24/7, ITIL)

M&S; Salford; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading retail company in the United Kingdom is seeking an experienced incident manager to lead critical and major incidents in a fast-paced environment. This role requires strong leadership and technical skills to coordinate cross-functional teams and restore service efficiently. Applicants should have a solid understanding of ITIL practices and experience with relevant ITSM tools. The position offers a competitive salary and a range of employee benefits including discounts and a pension scheme.

Benefits

20% colleague discount

Competitive holiday entitlement

Discretionary bonus schemes

Defined Contribution Pension Scheme

Tailored induction and training programmes

Access to wellbeing support

Charity volunteer day

Qualifications

• Demonstrable experience in leading Critical and Major Incidents in complex environments.
• Proven ability to coordinate cross-functional technical teams during high-pressure situations.
• Solid technical knowledge of IT infrastructure and network operations.

Responsibilities

• Operate within a 24/7 shift and On Call environment.
• Take ownership of Critical and Major Incidents from detection to resolution.
• Lead and guide cross-functional teams to restore service quickly.

Skills

Leadership during incidents

Coordination of technical teams

Knowledge of ITIL-based Incident Management

Problem Management techniques

Technical knowledge of IT infrastructure

Experience with ITSM tools

Monitoring and Event tools

Tools

ServiceNow

PagerDuty

Netcool

BMC Helix

Job description

A leading retail company in the United Kingdom is seeking an experienced incident manager to lead critical and major incidents in a fast-paced environment. This role requires strong leadership and technical skills to coordinate cross-functional teams and restore service efficiently. Applicants should have a solid understanding of ITIL practices and experience with relevant ITSM tools. The position offers a competitive salary and a range of employee benefits including discounts and a pension scheme.