{"id":3197409,"url":"https://alion.io/job/uniphar-major-incident-manager","title":"Major Incident Manager","company":{"id":4467547,"name":"Uniphar","domain":"uniphar.ie","url":"https://alion.io/company/uniphar-ie","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":17,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Dublin, Ireland"],"countries":["IE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":46000,"max_usd":124000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":881},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-10-21T00:00:00Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-29T02:57:39Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"Major Incident Manager\nCityWest (Hybrid)\nFull-Time | Permanent\n\nThe Role\nThe Major Incident Manager is responsible for establishing, operating and continually improving Uniphar’s Global Major Incident Management capability. The role will lead the response to critical technology incidents, providing command and control across internal teams and third-party suppliers to restore services quickly and minimise business impact.\nThe role will also support Problem Management by ensuring significant and recurring incidents are appropriately investigated, Root Cause Analysis is completed, and corrective actions are driven through to resolution.\nKey Responsibilities:\nDefine, implement and maintain the Global Major Incident Management process.\nLead command and control during Major Incidents, coordinating internal teams and third-party suppliers through to service restoration.\nEstablish Major Incident classification, declaration criteria, escalation paths and communication standards.\nEnsure clear end-to-end ownership and accountability throughout Major Incidents.\nProvide timely and accurate communications to business, technology and senior stakeholders.\nLead Post-Incident Reviews and coordinate Root Cause Analysis across internal teams and suppliers.\nEnsure significant and recurring incidents are transitioned into Problem Management where appropriate.\nTrack corrective and preventative actions through Problem, Change and Release Management.\nChallenge suppliers on the quality and timeliness of Root Cause Analysis and remediation activities.\nIdentify recurring incident trends and support proactive Problem Management.\nDefine and maintain Major Incident and Problem Management KPIs and reporting.\nWork with the ServiceNow team to develop and improve Major Incident and Problem Management workflows.\nDevelop Major Incident playbooks, procedures and readiness exercises.\nEstablish and coordinate the Global Service Delivery on-call and escalation model.\nSupport operational readiness and transition for Dawn and future service go-lives.\nDrive continual improvement of Major Incident and Problem Management practices.\nKey Skills & Competencies:\nStrong leadership and command-and-control capability.\nCalm and decisive under pressure.\nExcellent verbal and written communication skills.\nStrong stakeholder management and executive communication skills.\nAbility to coordinate multiple technical teams and suppliers during critical situations.\nStrong facilitation, negotiation and influencing skills.\nConfident challenging suppliers and technical teams where required.\nStrong analytical and problem-solving capability.\nHighly organised with strong attention to actions, ownership and timelines.\nCollaborative approach with a strong focus on service outcomes.\nContinuous improvement mindset.\nQualifications & Experiences\n5-7 years’ experience within IT Service Management, Service Delivery or IT Operations.\n3-5 years’ experience in Major Incident Management, including leadership of high-severity incidents.\nStrong practical experience of ITIL Incident, Major Incident and Problem Management.\nExperience leading incidents within complex, multi-team and multi-supplier environments.\nExperience conducting Post-Incident Reviews and coordinating Root Cause Analysis.\nExperience working with third-party suppliers and managing cross-supplier escalations.\nExperience with ServiceNow or a comparable enterprise ITSM platform.\nExperience within a SIAM or outsourced service environment desirable.\nExperience supporting major programme go-lives or service transitions desirable.\nITIL Foundation certification preferred; advanced ITIL or Service Management certification desirable\nUniphar Background\nUniphar Group is a rapidly expanding diversified healthcare services business with a global footprint and a proud heritage in Ireland. Since Uniphar became a publicly listed company in 2019, the Group has grown organically and through a series of strategic acquisitions, which continue to strengthen Uniphar’s international reach. With a workforce of more than 3,000 spread across Ireland, United Kingdom, Mainland Europe, MENA and the USA, Uniphar is a trusted global partner to pharma and medtech manufacturers, working to improve patient access to medicines and treatments around the world.\nUniphar provides outsourced and specialised services to its clients, leveraging the strong relationships with 200+ of the world’s best known pharmaco-medical manufacturers across multiple geographies, enabled by our cutting-edge digital technology and our expert teams. Uniphar is organised into three key divisions: Uniphar Supply Chain & Retail, Uniphar Medtech and Uniphar Pharma\nUniphar Pharma\nPharma is a global division operating across US, Europe, APAC and MENA, bringing a range of pharma services to manufacturers across the product life cycle. We leverage this platform to provide unlicensed medicines, or medicines that are otherwise difficult to source. In addition, we commercialise launch and established brands to HCPs on behalf of pharmaceutical clients across the globe. The core to this division is providing equitable access to medicines globally.\nCulture at Uniphar\nFrom our leadership team and across all of our divisions, Uniphar lives and breathes four key culture pillars:\n1.We have a People First approach, we do the right thing and take a stand for our people. \n2.We foster a strong Entrepreneurial Spirit where Adaptability, Commitment & Resilience is embodied in our way of working. \n3.We have a Common Purpose that connects our diversified businesses and people.\n4. Finally, Trust is at the heart of how we operate.\nHow we’d like to work together\nAs we are a global team, there is flexibility to be based in one of Uniphar’s offices or work from home.There may be a need for face to face meetings in other locations, as needed.There may also some flexibility required in order to interact with colleagues or clients in their time zones (i.e. it’s not a ‘9 to 5’ type of job).In return, you will be joining an environment that understands how inter-twined work and life have become - and both the benefits and challenges that brings - and therefore offers a flexible, progressive way of supporting it through our Hybrid Working philosophy.\nPlease note that Uniphar is an equal opportunity employer; we do not discriminate and welcome all responses.","description_format":"text","description_chars":6363,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"Ireland","iso":"IE","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-24T05:39:18Z"}],"visa":[],"liveness":{"score":60,"band":"ok","label":"Likely open","p_open":1,"p_active":0.602,"p_room":1,"age_days":7,"expected_fill_days":29,"reasons":["conf:9","stale_co","win:early","comp:brand"],"computed_at":"2026-10-28T05:59:10Z"},"pay":null,"html_url":"https://alion.io/job/uniphar-major-incident-manager","json_url":"https://alion.io/job/uniphar-major-incident-manager.json","meta":{"generated_at":"2026-10-29T03:31:24Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":5412,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4467547},"rest":"https://alion.io/mcp/rest/get_company?id=4467547"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Funiphar-major-incident-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Funiphar-major-incident-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Funiphar-major-incident-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/uniphar-major-incident-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Funiphar-major-incident-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3197409}},{"tool":"search_jobs","arguments":{"company":"uniphar.ie","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3197409},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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