Major Incident Manager

Summary

This is a high impact role at the heart of keeping Virgin Media O2 services running when it matters most. As a Major Incident Manager, you will take control of our most critical incidents, leading the response, restoring service quickly and keeping the business informed every step of the way. You will work closely with technical, operational and business stakeholders to coordinate resolution, drive clear communication and ensure learnings are captured to prevent repeat issues.

Alongside day-to-day incident leadership, you will help shape and continuously improve our major incident processes, tooling and capability across Operations.

This is a 24/7 shift-based role, covering days, nights and weekends on a 4 on, 4 off basis. Reading is the preferred location but other locations may be considered.

Birmingham, Leeds, London, Manchester, Motherwell, Peterborough, Reading

Digital & Technology

Full Time

03-Jun-2026

73602

• Proven experience in incident management or a closely related discipline
• Strong working knowledge of ITIL and service management best practice
• Experience leading and coordinating technical teams during high pressure situations
• Confidence communicating complex technical issues to senior, non technical stakeholders
• Experience working across multiple teams to deliver timely service restoration

• Experience with Agile ways of working
• A continuous improvement mindset with experience enhancing processes or tooling
• Strong stakeholder relationship management skills
• Experience working with third party vendors during incidents
• The resilience to remain calm, decisive and focused during major service outages

You’ll get Bupa healthcare, wellbeing support, life cover, a pension and generous holiday – plus your birthday off. Optional electric vehicle lease and Cycle2

Work schemes, dental insurance, neurodiversity assessments, and discounts on broadband, TV and mobile. Access to the Virgin Family platform and the O₂ Priority app with exclusive rewards, experiences and chances to attend events.

Virgin Media O₂ is an equal opportunities employer and we work hard to remove bias and barriers.