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Major Incident Manager (Nights 7pm - 7am)

  • Location: Nottinghamshire
  • Salary: Up to £50000.00 per annum + Includes 20% Bonus + Benefits
  • Job type: Permanent
  • Sector: IT & Information Security
This vacancy has now expired.

Major Incident Manager (Night Shifts 7pm - 7am)

I am currently working with a leading telecommunications organisation based in Ruddington, Nottingham and they are in the market for an ambitious Major Incident Manager to come work on the night shift! This role will have responsibility for the triage and allocation of Incidents and all Major Incidents logged between 7pm and 7am.

The Major Incident Manager will be expected to manage allocation impacting faults across the companies support network, dealing with Major Incidents from initial escalation, through Service Restoration to resolution.

The Major Incident Manager will be an initial point of escalation for ensuring that both relationships and processes are operating effectively across lines of service and customers as per process.

Major Incident Manager Key Accountabilities:

  • Allocation of tasks and workload to 24 x 7 Service Desk and Support Engineers
  • Develop strong customer relationships, offering additional support and advice where possible. Be consistently professional in communication with the customer.
  • Work with the customer and the business to identify and manage service improvement activities
  • Deliver excellent service to customers, ensuring excellent communications
  • Act as an escalation point within the team ensuring all problems and incidents are being dealt with
  • Working to ensure all SLA's are met and exceeded.
  • Take full responsibility for Major Incident management (Severity 1&2) from initiation until an acceptable client work around is in place
  • Total ownership of incidents, problems and change activities that affect service.
  • Own all communications during a major system outage.
  • Ensuring management and business is kept updated as required.
  • Ensure post event/incident follow-up actions are addressed as published in any/all preliminary/final analysis.
  • Modify Major Incident Manager Procedures and Responsibilities on an as needed basis.
  • Review communications history for executive alerts, coaching those who produce alerts that do not meet or exceed our quality and timeliness standards

Major Incident Manager Skills Required:

  • Previous leadership experience in a customer facing role
  • Proven ability to operate at senior levels
  • Excellent communication and report writing skills
  • Proven complex problem-solving experience
  • At 2 years' experience operating as a Major Incident Manager
  • Over 5 years exposure / experience of delivering to the ITIL Service Management Model in an operational environment
  • Demonstrable experience of managing cross platform, multiple client Major Incidents.
  • Demonstrable experience of driving complex service improvement initiatives to deliver operational benefits and best practice.


  • Program / Project management experience
  • Service Delivery experience
  • Sector industry awareness
  • Knowledge and experience using Service

Major Incident Manager Key Performance Indicators:

The Major Incident Manager will act as the single point of contact for all Major Incident escalations and ensure that all services from the BAU Operations teams are being delivered to expectation and contract with relation to Major Incidents.

The key objectives of the Major Incident Manager are:

  • To restore normal service as quickly as possible for Major Incidents
  • To minimise the impact of Major Incidents on the business
  • To directly support resources where most required
  • To provide information that allows support processes to be optimised, the number of incidents to be reduced, and management planning to be carried out

The Major Incident Manager will ensure operational deliverables are met and that service quality is maintained and continuously improved.

In addition to this the Major Incident Manager will be accountable for the delivery of the Incident Management process across all lines of service ensuring all areas are engaged and adhering within the process at all key stages.

Major Incident Manager Package Include the following

  • £50,000 Including 20% Shift Bonus
  • Paid Overtime as well so the potential earnings could be huge
  • 33 days holiday (25 personal plus bank holidays)
  • Additional Day Off on your birthday
  • Pension (3% employer contribution)
  • 4 x salary Life Assurance
  • Health Cash Back Plan (Company funded)
  • Employee Assistance Programme (Company funded)
  • Childcare Vouchers (Salary Sacrifice)
  • Business Mileage (25p per mile)

Major Incident Manager How to Apply

If this sounds like an opportunity for you, do not hesitate to submit your CV. Due to the excitement of this opportunity there will be a lot of applications and we hope you can understand we are unable to contact every applicant so if you have not heard from us within 14 days please take this as you have been unsuccessful.

Major Incident Manager

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

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