Senior Incident Manager

This is an opportunity to join a high-performing operations team responsible for managing business-critical IT incidents across large enterprise environments. You will play a key role in driving service restoration, coordinating technical teams, and ensuring effective communication throughout the incident lifecycle. What You'll Be Doing Leading and managing high-priority P1/P2 incidents through to resolution.

Chairing major incident bridge calls and coordinating cross-functional technical teams. Acting as the central point of communication during critical service outages. Driving escalation management and ensuring timely recovery of services.

Providing clear updates to senior stakeholders and leadership teams. Conducting post-incident reviews and supporting root cause analysis activities. Identifying opportunities for service improvement and operational excellence.

Supporting and maintaining Major Incident Management processes and governance. In addition to the above, you will: Support the leadership and development of the wider MIM function. Mentor and coach Major Incident Managers.

Act as a senior escalation point during complex or high-impact incidents. Contribute to process improvements, automation initiatives, and operational maturity. What We're Looking For Essential Proven experience as a Major Incident Manager , Senior Major Incident Manager , Incident Commander , or similar role.

Experience managing high-severity P1/P2 incidents within enterprise or managed service environments. Strong experience leading incident bridge calls and driving technical teams towards resolution. Excellent stakeholder management and communication skills.

Experience working within ITIL-aligned environments. Ability to remain calm, decisive, and organised during high-pressure situations. Desirable Experience within Technical Operations, Service Operations, NOC, Infrastructure, or Managed Services environments.

Experience with ITSM platforms such as ServiceNow, Remedy, or similar tools. Knowledge of Incident, Problem, and Change Management processes. Experience mentoring or leading incident management teams.

Working Pattern 5 days onsite in Belfast (Newtownabbey). Shift coverage between 7:00am and 7:00pm . Typical shifts include: 7:00am 4:00pm 10:00am/11:00am 7:00pm Participation in an on-call rota is required.

What's On Offer Competitive salary. On-call allowance. Additional payments for on-call activity where applicable.

Opportunity to join a growing Technical Command Centre. Exposure to enterprise-scale environments and critical services. Long-term career progression within a high-visibility operational function.

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