Major Incident Manager

Your responsibilities

• Major Incident Ownership: Own the major incident lifecycle from declaration to closure, restoring service with minimal business impact.
• Bridge Leadership: Lead incident bridges as the single point of command for all parties involved.
• Resolution Drive: Follow up with engineering teams and vendors, removing blockers and escalating where needed.
• Stakeholder Communication: Deliver clear, timely updates to executive management and customer stakeholders.
• Customer Focus: Maintain customer satisfaction and strong stakeholder relationships throughout incidents.
• Escalation Management: Assess impact and urgency, and prioritise and escalate in line with SLAs.
• Post-Incident Review: Lead reviews, coordinate root cause analysis and produce major incident reports.
• Documentation: Record actions, decisions and timelines in real time in ITSM systems.
• Continuous Improvement: Refine the major incident process and raise service quality.

Our requirements

• Proven IT incident management experience; major incident management experience is a significant advantage
• Excellent spoken and written English
• Strong business communication skills, including with executive stakeholders
• Ability to work under time pressure while meeting customer SLAs
• Availability for 24/7/365 shift work, including nights, weekends and holidays
• Strong analytical, problem-solving and conflict management skills
• Calm, decisive and structured under pressure
• Solid ITIL knowledge, focused on incident management
• Experience with ITSM tools (e.g. ServiceNow, Salesforce)
• Understanding of cloud IT infrastructure and services is a plus
• ITIL 4 Foundation certification is an asset

What we offer

• B2B contract on preferential terms: paid time off, private healthcare, Multisport card and training
• Flexible 24/7/365 shift schedule (mixed 12-hour shifts, weekdays and weekends)
• Fully remote work
• Professional development, including certification support
• An international environment with global clients