- Manage end-to-end Major Incident Management for business-critical IT services.
- Lead Priority 0, Priority 1 and Priority 2 incident response activities.
- Coordinate Infrastructure, Cloud, Network, Application, Database, Security and SRE teams during service outages.
- Chair major incident bridge calls and direct technical recovery activities.
- Ensure rapid restoration of IT services while minimizing business impact.
- Monitor service availability and operational performance against SLAs and KPIs.
- Oversee Incident, Problem, Change and Service Continuity Management processes.
- Conduct Major Incident Reviews, Root Cause Analysis (RCA), Post Incident Reviews (PIR) and Change Failure Reviews (CFR).
- Develop operational procedures, incident playbooks and service governance documentation.
- Drive continual service improvement initiatives to improve service stability and reduce recurring incidents.
- Produce operational reports, service metrics and executive dashboards for senior management.
- Manage stakeholder communications throughout the incident lifecycle.
- Support Disaster Recovery (DR), Business Continuity (BCP) and operational resilience programmes.
- Lead and mentor Incident Managers and Operations Engineers.
- Ensure compliance with ITIL standards, operational policies and internal governance requirements.
- Collaborate with Product, Engineering, Infrastructure and Security teams to improve operational efficiency and customer service.
Pay: £55,000.00-£60,000.00 per year
Work Location: Hybrid remote in Birmingham B18 6BA
