Major Incident Manager

Major Incident Manager (MIM) – Belfast (Hybrid)

We’re looking for an experienced Major Incident Manager to join a critical service operations function based in Belfast
. This role plays a key part in managing high-impact IT incidents, ensuring rapid recovery, clear communication, and strong leadership during service disruptions across multiple enterprise environments.

This is a hands-on, operational role suited to someone confident working independently, leading unfamiliar teams, and making decisions under pressure.

Location: Belfast (hybrid – approx. 3 days onsite)

Working pattern: Shift-based role between 7:30am–7:30pm, including participation in an on-call rota

Type: Permanent, full-time

• Own and manage P1 / P2 major incidents through to full resolution
• Act as the central point of coordination during high-severity incidents
• Assess and confirm incident priority and severity
• Lead incident bridge calls and coordinate technical recovery teams
• Drive timely resolution in line with agreed Major Incident Management processes
• Provide clear, structured updates throughout the incident lifecycle
• Escalate appropriately to senior stakeholders when required
• Produce incident communications, reports, and post-incident reviews
• Support continuous improvement of incident and service processes

• Proven experience handling high-severity IT incidents in a complex environment
• Confident working independently and making decisions in high-pressure situations
• Strong communication skills, both written and verbal
• Solid understanding of Incident Management and ITIL-aligned processes
• Experience working with ITSM tools such as Remedy or similar platforms
• Willingness to work shifts and take part in an on-call rota
• Willingness to undergo security clearance if required

• On-call allowance
• Time and a half pay for holiday cover
• High-visibility role with exposure to senior stakeholders