Senior Major Incident Manager - Hybrid, On-Call

Kingfisher plc; Southampton; Hybrid; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Private Health Care

Pension Scheme

Bonus

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Life Assurance

Staff Discount

Job summary

Kingfisher plc is seeking a Major Incident Manager to lead the response to high-impact IT incidents at our B&Q Head Office location near Southampton. The role requires coordinating technical teams, third-party suppliers, and stakeholders to restore services rapidly and maintain auditable incident records.

You will operate across on-call duties, establish incident bridges, and drive improvements to prevent recurrence. A strong background in ITIL practices and industry-standard tools is essential.

Qualifications

• Experience delivering end-to-end major incident responses in large IT environments.
• Proven ability to prioritise and drive rapid restoration of services during incidents.
• Familiarity with ITSM tools and incident command structures.

Responsibilities

• Take end-to-end ownership of major incidents, driving rapid assessment, prioritisation, escalation and service restoration.
• Lead cross-functional technical teams and third-party suppliers through high-impact incidents.
• Establish and manage incident bridges or war rooms, maintaining control, pace and clear accountability throughout resolution.
• Act as the single point of communication for stakeholders, customers and senior leaders, providing clear and timely updates.
• Drive workarounds or permanent fixes, assessing emergency changes needed to restore or protect services.
• Identify and progress actions that reduce the risk of major incidents happening again.
• Hand over unresolved root-cause investigation to Problem Management and chair Major Incident Reviews, tracking actions to completion.
• Perform the Duty Manager role outside office hours, handling escalations from the Service Desk, Operational Command Centre and the business.

Skills

Major incident management

ITIL certification

ServiceNow/Jira experience

Stakeholder communication

On-call experience

Tools

ServiceNow

Jira

Job description

Kingfisher plc is seeking a Major Incident Manager to lead the response to high-impact IT incidents at our B&Q Head Office location near Southampton. The role requires coordinating technical teams, third-party suppliers, and stakeholders to restore services rapidly and maintain auditable incident records.

You will operate across on-call duties, establish incident bridges, and drive improvements to prevent recurrence. A strong background in ITIL practices and industry-standard tools is essential.