Major Incident Manager

An established technology services organisation is seeking an experienced Major Incident Manager to join its growing operational team in Belfast.

This is a critical role responsible for leading the response to high-impact IT incidents, coordinating technical teams, and ensuring effective communication throughout the incident lifecycle. You'll play a key role in restoring services quickly, minimising business disruption, and driving continual service improvement.

• Taking ownership of major and business-critical incidents from identification through to resolution.
• Coordinating cross-functional technical teams during service outages and high-severity incidents.
• Assessing incident impact and priority, ensuring the correct response actions are initiated.
• Providing timely updates to stakeholders and operational teams throughout the incident lifecycle.
• Leading incident bridge calls and facilitating collaboration between support and recovery teams.
• Escalating issues where necessary to ensure rapid resolution.
• Validating resolution outcomes and ensuring incidents are formally closed.
• Producing incident reports and management information.
• Supporting the management of lower-priority incidents when required.
• Facilitating post-incident reviews and contributing to service improvement initiatives.

• Experience managing high-priority or major IT incidents within a complex service delivery environment.
• Good understanding of IT Service Management principles, including Incident Management and ITIL best practices.
• Experience using ITSM platforms such as Remedy, Service Now, or similar tools.
• Strong stakeholder management, communication, and coordination skills.
• Ability to remain calm and make effective decisions during high-pressure situations.

• Participation in an on-call rota is required.
• Flexibility to work varying shift patterns, including early starts.
• Successful candidates must be eligible to undergo Security Clearance (SC).

• Competitive salary of £60,000.
• Opportunity to work within a fast-paced enterprise environment.
• Career development and progression opportunities.
• Collaborative and supportive team culture.
• Inclusive employer committed to building a diverse workforce and welcoming applications from all backgrounds.

If you have a strong background in Major Incident Management and are looking for your next challenge, we'd like to hear from you.