Major Incident Manager

Overview

4 day week (Saturday to Tuesday/Thursday to Sunday). Must be based in Galway area, Stamp4 and above. Contract running till the end of 2026 - €500/day.

A 4 x 10 hour shift per week - 8.00AM - 6.00PM. Remote on weekends, hybrid during weekdays (max of 3 days per month in the office).

Responsibilities

• Lead the end to end management of major IT incidents, ensuring rapid service restoration and minimal business disruption.
• Coordinate cross functional technical teams during high priority incidents and drive resolution activities to completion.
• Facilitate incident bridge calls and manage multiple technical workstreams with clear ownership and accountability.
• Ensure incidents are managed within agreed service level agreements (SLAs) and resolved without unnecessary delay.
• Provide clear, accurate, and timely updates to senior leadership, stakeholders, and technical teams throughout the incident lifecycle.
• Translate technical issues into business impact statements tailored to both technical and non technical audiences.
• Perform real time triage and investigation of infrastructure alerts and service degradation events.
• Collaborate with Change Management and Problem Management teams to identify root causes and reduce recurring incidents.
• Support business impact assessments to evaluate the severity and operational impact of incidents and proposed system changes.
• Maintain detailed incident documentation, recovery plans, action tracking, and post incident reporting.
• Work collaboratively with global teams across multiple regions and time zones to ensure effective incident resolution.
• Identify opportunities to improve operational processes, incident response, and service resilience.

Experience

• Previous experience in a Major Incident Management, Incident Management, IT Operations, Production Support, Service Operations, or Technical Operations environment.
• Strong experience managing high severity incidents in a fast paced, business critical technology environment.
• Excellent written and verbal communication skills with the ability to engage confidently with both technical teams and senior stakeholders.
• Ability to remain calm and make informed decisions during high pressure situations.
• Strong prioritisation and organisational skills, with experience managing multiple competing priorities.
• Good understanding of enterprise IT infrastructure, applications, systems, and operational processes.
• Experience working with ticketing and incident management tools (e.g., ServiceNow or similar platforms) is desirable.
• Familiarity with ITIL principles, Change Management, and Problem Management processes is advantageous.
• Strong stakeholder management skills and the ability to collaborate effectively across global and cross functional teams.
• Analytical mindset with the ability to identify trends, recommend improvements, and contribute to operational excellence.

Please apply directly or contact me at for further information.