Global Major Incident Leader — Hybrid

Uniphar; South Dublin; Hybrid; EUR 70,000 - 95,000; Full time

Job summary

Uniphar is seeking a Major Incident Manager to establish, operate and continually improve its Global Major Incident Management capability. You will lead response to critical technology incidents, coordinating internal teams and third-party suppliers to restore services quickly and minimise business impact.

The role requires 5–7 years in IT Service Management with 3–5 years in Major Incident Management, plus ITIL certifications.

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 with ITIL Incident, Major Incident and Problem Management.
• Experience working with third-party suppliers and managing cross-supplier escalations.

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.

Skills

Leadership

Communication

Stakeholder management

Multi-team coordination

Problem solving

Continuous improvement

Education

ITIL Foundation certification

Advanced ITIL/Service Management certification

Tools

ServiceNow

Job description

Uniphar is seeking a Major Incident Manager to establish, operate and continually improve its Global Major Incident Management capability. You will lead response to critical technology incidents, coordinating internal teams and third-party suppliers to restore services quickly and minimise business impact.

The role requires 5–7 years in IT Service Management with 3–5 years in Major Incident Management, plus ITIL certifications.