Global Major Incident Leader (Hybrid)

Uniphar; Leinster; Híbrido; EUR 90 000 - 140 000; Tempo integral

Resumo da oferta

Uniphar in Ireland is seeking a Major Incident Manager (Hybrid) to establish and lead the Global Major Incident Management capability. You will coordinate internal teams and third-party suppliers to restore services quickly and minimise business impact.

The role focuses on root cause analysis, problem management integration, and KPI reporting, with strong leadership, stakeholder communication and the ability to manage high-severity incidents across complex environments.

Qualificações

• 5–7 years’ experience in IT Service Management.
• 3–5 years’ experience in Major Incident Management.
• Strong practical experience of ITIL Incident, Major Incident and Problem Management.
• Experience with ServiceNow or a comparable enterprise ITSM platform.
• SIAM or outsourced service environment desirable.
• ITIL Foundation certification preferred; advanced ITIL or Service Management certification desirable.

Responsabilidades

• 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.
• Develop Major Incident playbooks, procedures and readiness exercises.
• Establish and coordinate the Global Service Delivery on-call and escalation model.

Conhecimentos

ITSM

Major Incident

Problem Mgmt

Stakeholder Mgmt

Leadership

Communication

ServiceNow

Formação académica

ITIL Foundation

Ferramentas

ServiceNow

Descrição da oferta de emprego

Uniphar in Ireland is seeking a Major Incident Manager (Hybrid) to establish and lead the Global Major Incident Management capability. You will coordinate internal teams and third-party suppliers to restore services quickly and minimise business impact.

The role focuses on root cause analysis, problem management integration, and KPI reporting, with strong leadership, stakeholder communication and the ability to manage high-severity incidents across complex environments.