Senior Major Incident Manager - ITIL & Response

Ekco; Greater London; On-site; GBP 60,000 - 90,000; Full time

Benefits offered by this job

25 days annual leave

Birthday Leave

Company Pension Scheme

Employee Assistance Programme

EkcOlympics

Pluralsight access

International progression

Job summary

Ekco is seeking a capable Major Incident Manager to own the end-to-end lifecycle of major incidents across a multi-client environment. You will coordinate bridge calls, determine escalation paths, and ensure timely communications to customers and leadership.

The role requires ITIL knowledge, strong stakeholder management, and experience with ITSM tooling. You will contribute to continual improvement and governance across service delivery.

Qualifications

• Proven experience managing major/critical incidents within MSP or multi-client environments.
• Strong knowledge of ITIL incident, problem and change management (ITIL Foundation minimum).
• Excellent stakeholder communication with senior/executive audiences under pressure.

Responsibilities

• Own the major incident management process end-to-end from detection to closure.
• Chair and coordinate major incident bridge calls with required technical resources.
• Provide clear, confidence-inspiring incident updates to customers and internal stakeholders.
• Lead post-incident reviews and track corrective actions to completion.
• Maintain incident timelines and logs for governance and audits.

Skills

Major incident management

ITIL fundamentals

Stakeholder management

ITSM tooling (Halo)

Decision making under pressure

Education

ITIL Foundation (minimum)

Tools

Halo

ServiceNow

Problem/Change management

Job description

Ekco is seeking a capable Major Incident Manager to own the end-to-end lifecycle of major incidents across a multi-client environment. You will coordinate bridge calls, determine escalation paths, and ensure timely communications to customers and leadership.

The role requires ITIL knowledge, strong stakeholder management, and experience with ITSM tooling. You will contribute to continual improvement and governance across service delivery.