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Major Incident Manager

£45,000 to £52,000

Home counties / Permanent / Ref: R-4000/TL

My client a leading retail Insurer are looking for a Major Incident Manager to join their team. As the Major Incident manager you will ensure effective co-ordination and management of Major Incidents in order to return service as quickly as possible while managing key stakeholder communications and expectations.


  • Follow agreed Live Services architectures, processes and standards to:
  • Act as escalation path for major and critical incidents to ensure service is restored urgently.
  • Direct and coordinate the Major Incident process, coordinating activities of resolver teams including specialist support groups / third-party suppliers.
  • Monitor and in some circumstances manage escalating or potential service disrupting Incidents at P3 level
  • Ensure accurate timely, proactive communications with key stakeholders through Incident / Major Incident lifecycle.
  • Ensure 3rd party suppliers fulfil their contractual obligations, especially with regard to SLAs for incidents, root cause analysis, monitoring trends and problem resolution.
  • Plan, execute and document appropriate follow up activities relating to Major Incidents ensuring that a Problem Record is created and actioned.
  • Monitor performance of the end to end Incident management process across the integrated supply chain.
  • Contribute to design and development of Incident Management processes, tools, templates, documents and reports.
  • Provide education, guidance, support, to ensure adoption of and adherence to Incident management processes.
  • Communicate with internal stakeholders / 3rd party suppliers to highlight risks, issues, dependencies, conflicts and actions needed to improve service quality and stability


  • Significant experience of leading and managing technical teams in a dynamic fast paced environment
  • Must hold ITIL V3 foundation certificate.
  • Excellent understanding of SLAs and OLAs and their application within incident management.
  • Strong interpersonal skills, with the ability to communicate effectively and clearly with both IT and business stakeholders.
  • Knowledge of ITIL processes (especially Service Operations)A diverse technical background with an ability to understand and communicate the impact of incidents in business terms.
  • Excellent influencing and persuasion skills with an inherent ability to demonstrate and sell the benefits of effective incident management.
  • Excellent analytical skills with a commitment to quality standard and a keen eye for detail.
  • Ability to chair meetings involving multi technology and 3rd parties
  • Self-motivated
  • Ability / willingness to influence progress on incidents
  • Good working experience on MS Office tools
  • Ensures customer business interests are maintained over and above those of any specific Service Provider;
  • Strong analytical and problem solving skills, preferably evidenced by qualifications such as Kepner Tregoe KT Restore Incident Management

Alexander Ash Consulting is acting as an agency Apply now

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