Major Incident Manager

Description

Major Incident Manager

Location: Sheffield

Day Rate: Up to 500 per day Inside IR35

Duration: Until end March 2027 (with likely extension)

Type: Full–time, 5 days per week

Hybrid: Ideally 3 days in the office but can flex, remainder remote

We're seeking a Major Incident Manager to lead the response to critical incidents across complex enterprise environments.

You'll work closely with technical teams, suppliers and stakeholders to restore services quickly, reduce recurring incidents and help build a more proactive operational model.

We are looking for someone who understands complex environments, can influence senior stakeholders in the right way, who is a natural leader, has good technical understanding, can leverage AI, and understands customer impact.

Key Responsibilities

Lead Major Incident response across network, infrastructure, cloud and security environmentsCoordinate technical teams, suppliers and stakeholders during major outagesChair incident bridge calls and drive rapid service restorationProduce PIRs, lead root cause analysis and drive Problem ManagementImprove service stability, reduce incident volumes and shorten MTTRSupport Event Management activities including alert optimisation, event correlation and monitoring improvementsWork with monitoring and observability teams to proactively identify risks and service issuesSupport automation and AI–enabled operational initiativesProvide executive–level communications and incident reportingSupport Disaster Recovery, Business Continuity and Operational Resilience testingMonitor supplier performance against SLAs and KPIsParticipate in an on–call rota

Essential Experience

Major Incident Management within large enterprise environmentsStrong understanding of infrastructure, networks, cloud and security technologiesExperience managing high–severity incidents and technical recovery activitiesKnowledge of Event Management, monitoring and observability practicesITIL Incident, Problem and Change Management expertiseExcellent stakeholder management and communication skillsAbility to remain calm and effective under pressureA commercial or operations background

Desirable

AI Ops, AI–assisted monitoring or automation experienceITIL CertificationISO 22301 and/ or ISO 27001 knowledgeCisco, VMware, Veeam, Fortinet, SIEM or vulnerability management experience

If you're passionate about operational excellence, service improvement and helping organisations move from reactive to proactive IT Operations, we'd love to hear from you.

Ad ID: 5419331843