Global Major Incident Commander (Hybrid)

Durbin PLC; Ireland; Hybrid; EUR 90,000 - 120,000; Full time

Job summary

Uniphar is seeking a Major Incident Manager to lead the Global Major Incident Management capability. You will drive command and control during critical incidents, coordinate internal teams and third‑party suppliers, and ensure rapid service restoration with clear accountability.

You will also support Problem Management by ensuring thorough root cause analysis and driving corrective actions to resolution, while developing playbooks and KPIs to improve future responses.

Qualifications

• 5–7 years’ experience within IT Service Management, Service Delivery or IT Operations.
• 3–5 years’ experience in Major Incident Management, including leadership of high-severity incidents.
• Experience leading incidents within complex, multi-team and multi-supplier environments.
• Experience with ServiceNow or a comparable enterprise ITSM platform.
• ITIL Foundation certification preferred; advanced ITIL or Service Management certification desirable
• Experience conducting Post-Incident Reviews and coordinating Root Cause Analysis.

Responsibilities

• Define, implement and maintain the Global Major Incident Management process.
• Lead command and control during Major Incidents, coordinating internal teams and third-party suppliers through to service restoration.
• Establish Major Incident classification, declaration criteria, escalation paths and communication standards.
• Ensure clear end-to-end ownership and accountability throughout Major Incidents.
• Provide timely and accurate communications to business, technology and senior stakeholders.
• Lead Post-Incident Reviews and coordinate Root Cause Analysis across internal teams and suppliers.
• Ensure significant and recurring incidents are transitioned into Problem Management where appropriate.
• Track corrective and preventative actions through Problem, Change and Release Management.
• Challenge suppliers on the quality and timeliness of Root Cause Analysis and remediation activities.
• Identify recurring incident trends and support proactive Problem Management.
• Define and maintain Major Incident and Problem Management KPIs and reporting.
• Work with the ServiceNow team to develop and improve Major Incident and Problem Management workflows.
• Develop Major Incident playbooks, procedures and readiness exercises.
• Establish and coordinate the Global Service Delivery on-call and escalation model.
• Support operational readiness and transition for Dawn and future service go-lives.
• Drive continual improvement of Major Incident and Problem Management practices.

Skills

Leadership

Stakeholder management

Communication

Incident coordination

Problem-solving

Facilitation

Negotiation

Analytical thinking

Organization

Continuous improvement

Education

ITIL Foundation

Advanced ITIL / Service Management certification

Tools

ServiceNow

ITSM Platform

Job description

Uniphar is seeking a Major Incident Manager to lead the Global Major Incident Management capability. You will drive command and control during critical incidents, coordinate internal teams and third‑party suppliers, and ensure rapid service restoration with clear accountability.

You will also support Problem Management by ensuring thorough root cause analysis and driving corrective actions to resolution, while developing playbooks and KPIs to improve future responses.