Major Incident Manager

Major Incident Manager

Location: Newtownabbey / Belfast
Salary: Up to 47k pa
Hours: Full-time, M-F, shift-based (7:30-19:30), could be 7:30-16:00 or 11:00-19:30
Contract: Permanent
Office Requirement: 3 days per week (flexible)

About the Role

We are seeking an experienced and resilient Major Incident Manager to join a newly reshaped senior operations team. This pivotal position supports the development of a Technical Command Centre and will serve as the key point of control during high-impact IT incidents.

The Major Incident Manager will work across multiple environments, coordinating complex Priority 1 and Priority 2 incidents while ensuring clear communication, strong governance, and swift progress toward resolution. You'll be part of a mature incident management operation with established processes and a steady flow of critical events.

In this role, the Major Incident Manager will be expected to operate independently, take confident ownership of decisions, and influence outcomes across internal teams. This is an ideal opportunity for someone seeking a high-visibility operational role with autonomy and impact.

Key Responsibilities

• Act as the Major Incident Manager, taking full ownership of major incidents from start to resolution.
• Assess priority and severity, reallocating or escalating as necessary.
• Coordinate recovery activities across multiple teams and ensure progress aligns with agreed procedures.
• Facilitate communication channels and incident conference calls.
• Produce accurate management-level incident summaries and updates.
• Support the progression and closure of lower-priority incidents.
• Lead incident reviews and contribute to continual process improvements.

What We're Looking For

Essential:

• Previous experience handling high-priority incidents in a multi-client or shared service environment.
• Awareness of ITIL and structured incident management processes.

Desirable:

• Knowledge of Remedy or similar ITSM tools.
• Strong written and verbal communication skills.
• Ability to lead multiple teams during crisis situations, even without direct line management.
• Comfortable working independently and making fast, informed decisions.
• Willingness to work within an on-call rota.
• Ability to undergo SC clearance.
• Technical background helpful but not essential.

Interview Process

Stage 1: Competency-based interview
Stage 2: Scenario and written communication assessment (with practical exercises)

Next steps

For further information on this role, please apply to share your CV, or get in touch with VANRATH for a confidential chat.