Senior Major Incident Response Lead

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

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.